October 5, 2016 [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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent repair attempts made to his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted] complaint and discussing the matter with the District Service Manager, it was determined that Mr. [redacted] request for a refund could be granted. Therefore, on October 5, 2016, we submitted refund requests for the service orders in question and the part he purchased. In approximately two weeks, Mr. [redacted] should receive a check for $186.71 (part order), a check for $156.49 (service order [redacted] and a check for $84.53 (service order [redacted]); these checks total $427.73. With that said, since we have documented Mr. [redacted] concerns with the repair process and agreed to his request for a full refund of the service charges, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11093399 – Melissa [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her recent visit to one of our auto...
centers.
Upon receiving Ms. [redacted]’ complaint, we escalated her concerns to Lee Williams, Auto Center Manager of store# 6294 who states the following:
I called and spoke with Ms. [redacted]. I explained that we have located the parts and are waiting for delivery this afternoon (January 29, 2016). She is aware that as soon as the parts come, we will contact her for installation. That being said, because we are in the process of repairing Ms. [redacted]’ vehicle, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Erik [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recalled craftsman blower. We value Mr....
[redacted]’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the recall on the craftsman blower caused any inconvenience. The manufacture of the blower, Sunrise Tools has over nighted the check for $70.00. This was processed on August 25, 2016. We respectfully ask that this matter be closed, since Mr. [redacted] was refunded and we have noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide...
[redacted] with his requested resolution of a refund of $758.40. The refund was processed in the form of a check which should be received by [redacted] within the next 10-14 days. On behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has noted. Since we have provided [redacted] with his requested 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] Regulatory Claims 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,
Nelda J[redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new battery. Thank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery.
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]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the food loss she says she incurred when her...
refrigerator failed to maintain cool enough temperatures soon after being delivered. As clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failure. The technician is also able to visibly see the food loss and then can give the consumer the website information to file a claim. In the absence of requiring verification then everyone could just say that it had failed and they wanted food loss. Additionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failure. Consumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controls. In the first 30 days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at fault. However, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problem. With that said, while Ms. [redacted] did not qualify for any food loss, we did provide her with $50.00 in Shop Your Way Reward points as a customer courtesy. As a further courtesy, we would be willing to provide another $100.00. If she would like to accept she is welcome to email me at [redacted] or call me at [redacted]. In the interim, since we have explained that Ms. [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
September 11, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Danielle H[redacted]Dear [redacted]We have completed the investigation of Mr. H[redacted] complaint regarding the fridge he purchased on November 25, 2016.After reviewing Mr....
H[redacted] complaint and our records, we contacted the selling store manager Rodney M[redacted] and were informed that although they were not able to determine whether or not the alleged damage was fault of Sears, as a onetime courtesy an exchange was processed and completed on September 06, 2017. It is our hope that Mr. H[redacted] purchased appliance will provide him with long term satisfaction. Since the Store Manager was able to provide a resolution that was satisfactory to Mr. H[redacted], 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
Tell us why here...September 2, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. We have come to an amicable resolution with Mr. [redacted] as of September 1, 2016.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Juan [redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jasmin T. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in 2014. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Kmart for assistance. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review. As a result of this action, we revealed that Ms. [redacted] contacted kmart.com on July 1, 2016, regarding her 2014 layaway and at that time we confirmed that a refund of $27.06 was issued to her Visa ending in 6050 on December 28, 2014. While we certainly empathize with Ms. [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account. Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction. This is especially true with regard to a closed account. With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms. [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase. 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 documented Ms. [redacted] comments and the appropriate 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 [redacted] 1-800-[redacted]
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order. We sent an email correspondence to Mr. [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted]. While the local store was unable to locate a second charge, we have decided to issue a refund of $12.84 to resolve this matter. Since our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank check. Mr. [redacted] should receive the check by February 11, 2016. Should Mr. [redacted] have any further questions or concerns, he may contact me via email at [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
the charges he was assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider. As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic fee. In this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any monies. So our technician collected the price of the part and the trip fee, which came to $572.64 with the tax, and then collected the remaining labor of $74.00, once he returned and installed the part. In most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted], which means no refund is owed by us and would generally not be provided. With that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completed. While we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesy. This amounts to a refund of $129.33 and if [redacted] could contact me at [redacted] or email me at [redacted] with the first 12 digits of his 16 digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a sale. We apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our system. In the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted], we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]
Complaint: [redacted]
I am rejecting this response because: My first contact was with the Sears store in Topeka, Kansas on June 26th and on the same date I called the Parts and Repair Service Center at Sears. I explained the problem to them and the message that was on the refrigerator board. The message was "rdH" and I was told that it needed a new water filter. Since it was to late and store was closed I was forced to wait until the next day to purchase a new water filter. I replaced it on June 27rh and it wasn't very long and the same message appeared on the refrigerator. I again called Sears and they told me it was a relay to the heater that controlled the defrosting of the refrigerator and a technician would have to check it out. By this time I didn't have much trust in the results of my calls to Sears so I called the store to get the telephone number to a repair person that use and recommend. I called him and he said that it could be a number of problems and that he would have to check out the refrigerator before he could give me an estimate for the repair. At that point I decided purchase the Sears Appliance Warranty with the hope of getting my repair completed quicker. of course this did not happen. I don't believe or agree that this type of service complies with Sears service guarantee when I was told that when service is contacted tat the service in normally completed within 48 hours of the call. This what I an [redacted]et about:1. June 30-July 8-Our call into Sears that took 8 days to schedule a technician. We were without our refrigerator from June 26th and realize Sears didn't get the request for a technician until June 30th which makes it 8 days before Sears can even get some out to check out the problem. We were without our refrigerator for 10 days to this point and had to store our food with neighbors or take a loss for all the food. 2. July 8-July 13-It took 5 days to get a part when it was an emergency order. This does not reflect and emergency shipment in my estimation. If someone is in need of a part there is overnight service that is available. If you or anyone was without a refrigerator that long it shows that customer service is not a priority with Sears. I was told when I purchased the Sears Appliance Warranty I was told what the program consists of and the coverage that it covered and didn't cover. The problem again is that I was told that the normal response to a service call is 48 hours from the time the call was received or sometimes quicker. This must have been an error on Sears since the time frame that Sears did my repair was within Sears service guarantee. The service technician did his job in an excellent manner and gave us his direct telephone number so we could call him when the part arrived. We called him and he responded the same day. I feel that I should be compensated for this type of service as it 13 days from the time of the call in to the completed repair is very extreme. If Sears feels like they did there best to take care of a customer, then they will continue to lose more customers.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alison M [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with her washer and her request for a...
replacement. Ms. [redacted] has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenance. The exact monthly maintenance actions are detailed on pages 12 and 13 of the owner’s manual. That being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all. Our service technicians have indicated that the washer is being over loaded and at the first service call we found over sudsing as well, meaning that the soap being used was not low sudsing HE soap which the owner’s manual states. It is important to note that there are only two (2) mechanical issues failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damage. Both these items have been checked and found to be in good conditions without sharp edges or spars. The other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selected. When a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drum. Ms. [redacted] states that the washer is in her rental home and the issues are being reported by her tenant. We suggest she confirm her tenant has read the owner’s manual as it explains how to use this washer. While we understand Ms. [redacted]’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and have closed our case. We apologize to Ms. [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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Rewards (SYWR) account. Unfortunately, there was a system error and some orders, including Mr. [redacted] had to be reprocessed. That said, our records reflect that on November 18, 2016, his account was credited with the base points he had earned and then on November 30, 2016, the bonus points were added. We apologize for the delay. have spoken with Mr. [redacted] in regard to this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator and his request to have...
the unit replaced under his Repair Protection Agreement (RPA). First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in Mr. [redacted] service orders, our office authorized a replacement for customer satisfaction. Per the terms of Mr. [redacted] repair agreement, he was authorized the maximum amount, $1,500.00. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, 2018. Additionally, our records show that a food loss check for $200.00 was processed on January 23, 2017, that Mr. [redacted] should receive in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Mark H[redacted]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of...
her washer and the problem she encountered when she attempted to exchange the washer 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Ms. [redacted] could have simply followed the instructions printed on the receipt. 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...”Since Ms. [redacted] purchased the washer on May 6, 2016, and attempted to exchange it on June 10, 2016, she was over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one year warranty for parts and labor to service the washer. According to our records, on July 16, 2016 our technician assessed the washer and found that it had an over-load fault code. Our technician cleared the code and recalibrated the washer. He then provided Ms. [redacted] instructions on usage. Ms. [redacted] called for service again, and on August 18, 2016 another technician was sent to assess the washer. Our technician reported that there was no problem found with the washer. He was unable to verify Ms. [redacted]’s complaint regarding a ticking noise and water in the control panel. He found no fault codes and noted that Ms. [redacted] is just unhappy with the operation of the washer. As far as Ms. [redacted]’s request for an exchange is concern, we did not find this was warranted, particularly since the washer is operational.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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] direct
[redacted]@searshc.com
September 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #[redacted] – James [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] rebuttal to the response we provided. We are confused by Mr. [redacted] rebuttal. He provided a list of refrigerators that we assume he means are energy STAR compliant, and his refrigerator is listed second from the bottom of the list. His is the one listed as: Kenmore 253.7041*41 Refrigerator Kenmore 253.7041*41 Refrigerator 253 is the source code and there is an asterisk in place of the number that denotes color. In Mr. [redacted]’ case, his model number for his refrigerator is 25370413410. The 3 is an indicator that it is a stainless finish for the color. The zero at the end is essentially meaningless as it would change if there were different product runs (then instead of a zero it might be a one or two). We apologize if this was not clear to Mr. [redacted] from reviewing the rebate website he referenced. Since we have hopefully provided the clarification Mr. [redacted] was seeking, we have closed our file. Again, 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 [redacted] Regulatory Complaints Specialist Direct Line: [redacted] Email: Tammie.[redacted]@searshc.com
December 21, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10980126–Amy [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint concerning a recent order....
According to our records, Ms. [redacted] placed a second order on December 7, 2015 for the drill bits and she was given free shipping automatically. We want to apologize to Ms. [redacted] as this should not have been so difficult to resolve. Since it appears that Ms. [redacted] has received the resolution that she had requested, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
October 5, 2016 [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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the recent repair attempts made to his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted] complaint and discussing the matter with the District Service Manager, it was determined that Mr. [redacted] request for a refund could be granted. Therefore, on October 5, 2016, we submitted refund requests for the service orders in question and the part he purchased. In approximately two weeks, Mr. [redacted] should receive a check for $186.71 (part order), a check for $156.49 (service order [redacted] and a check for $84.53 (service order [redacted]); these checks total $427.73. With that said, since we have documented Mr. [redacted] concerns with the repair process and agreed to his request for a full refund of the service charges, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 4, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #11093399 – Melissa [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’ complaint regarding her recent visit to one of our auto...
centers.
Upon receiving Ms. [redacted]’ complaint, we escalated her concerns to Lee Williams, Auto Center Manager of store# 6294 who states the following:
I called and spoke with Ms. [redacted]. I explained that we have located the parts and are waiting for delivery this afternoon (January 29, 2016). She is aware that as soon as the parts come, we will contact her for installation. That being said, because we are in the process of repairing Ms. [redacted]’ vehicle, we respectfully request 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,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] - Erik [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his recalled craftsman blower. We value Mr....
[redacted]’s patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr. [redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received regarding the recall on the craftsman blower caused any inconvenience. The manufacture of the blower, Sunrise Tools has over nighted the check for $70.00. This was processed on August 25, 2016. We respectfully ask that this matter be closed, since Mr. [redacted] was refunded and we have noted his candid feedback. Again, we apologize to Mr. [redacted] for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.[redacted]@searshc.com
Re: [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a refrigerator purchased from [redacted] Sears Outlet Store District Sales Manager provided the following response: Sears Outlet has agreed to provide...
[redacted] with his requested resolution of a refund of $758.40. The refund was processed in the form of a check which should be received by [redacted] within the next 10-14 days. On behalf of Sears Outlet I would like to once again apologize to [redacted] for the inconvenience he has noted. Since we have provided [redacted] with his requested 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] Regulatory Claims 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,
Nelda J[redacted]
Revdex.com:The situation was addressed by the manager, [redacted] He was very professional and understanding when I returned to pick up the new battery. Thank you to all at Sears and Revdex.com for helping me with the defective [redacted] battery.
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]
May 18, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]
Dear [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the food loss she says she incurred when her...
refrigerator failed to maintain cool enough temperatures soon after being delivered. As clarification the terms and conditions of the Master Protection Agreement (MPA) do note that we have to have a technician confirm that there was a mechanical failure. The technician is also able to visibly see the food loss and then can give the consumer the website information to file a claim. In the absence of requiring verification then everyone could just say that it had failed and they wanted food loss. Additionally, there can be many reasons that a refrigerator can quit cooling that have nothing to do with an actual defect or failure. Consumers can accidentally put a refrigerator into “Sabbath” mode or even a “demo” mode (where the lights are on but the compressor does not run) while experimenting with the controls. In the first 30 days after delivery we do not require a consumer to have a service visit to determine why a refrigerator may not be cooling, and they can just request an exchange without establishing if the refrigerator was in fact at fault. However, if they have an MPA and want to qualify for food loss, then a service visit should be scheduled even if they do not want to keep the refrigerator in the event that there was a mechanical problem. With that said, while Ms. [redacted] did not qualify for any food loss, we did provide her with $50.00 in Shop Your Way Reward points as a customer courtesy. As a further courtesy, we would be willing to provide another $100.00. If she would like to accept she is welcome to email me at [redacted] or call me at [redacted]. In the interim, since we have explained that Ms. [redacted] did not qualify for food loss, but we have offered an alternate resolution as a courtesy, 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, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]
September 11, 2017[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] Danielle H[redacted]Dear [redacted]We have completed the investigation of Mr. H[redacted] complaint regarding the fridge he purchased on November 25, 2016.After reviewing Mr....
H[redacted] complaint and our records, we contacted the selling store manager Rodney M[redacted] and were informed that although they were not able to determine whether or not the alleged damage was fault of Sears, as a onetime courtesy an exchange was processed and completed on September 06, 2017. It is our hope that Mr. H[redacted] purchased appliance will provide him with long term satisfaction. Since the Store Manager was able to provide a resolution that was satisfactory to Mr. H[redacted], 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
Tell us why here...September 2, 2016
Revdex.com
Attn: Nita [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] Revdex.com Case #: [redacted]/ Juan [redacted] Via: [redacted]@chicago.Revdex.com.org
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. We have come to an amicable resolution with Mr. [redacted] as of September 1, 2016.
At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Mr. [redacted] as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at 800-222-5030 x 5552, or via email at Jeanne[redacted]@searshomepro.com.
Sincerely,
Jeanne [redacted] SHIP/HI Regulatory Complaint Specialist
cc: Juan [redacted]
July 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Jasmin T. [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and alleged non-receipt of a refund for a Kmart online layaway order cancelled in 2014. It is unfortunate that we failed Ms. [redacted] expectations when she contacted Kmart for assistance. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review. As a result of this action, we revealed that Ms. [redacted] contacted kmart.com on July 1, 2016, regarding her 2014 layaway and at that time we confirmed that a refund of $27.06 was issued to her Visa ending in 6050 on December 28, 2014. While we certainly empathize with Ms. [redacted] situation, Kmart does not have the means to determine whether she retrieved her refund or if it may have been absorbed by any balance owed to her account provider before closing her account. Additionally, since it has been over a year and a half since our refund was issued, Kmart no longer has the authority to reverse her transaction. This is especially true with regard to a closed account. With that having been said, we can only confirm that the appropriate refund was issued to the credit account Ms. [redacted] used for her purchase, and that this action is correct, as our refund policy states all funds will be returned to the account used to make the original purchase. 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 documented Ms. [redacted] comments and the appropriate 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 [redacted] 1-800-[redacted]
January 28, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have reviewed Mr. [redacted] rebuttal complaint regarding his non-receipt of a refund for his recent online order. We sent an email correspondence to Mr. [redacted] on January 28, 2016, advising that we reached out to Store General Manager [redacted]. While the local store was unable to locate a second charge, we have decided to issue a refund of $12.84 to resolve this matter. Since our system would not allow the refund to go back to his [redacted] account, the refund will be mailed to him in the form of a bank check. Mr. [redacted] should receive the check by February 11, 2016. Should Mr. [redacted] have any further questions or concerns, he may contact me via email at [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 3, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding his dissatisfaction with...
the charges he was assessed for a part ordered by our technician. As clarification, the parts we sell through Sears PartsDirect are for do-it-yourself repairs or by other technicians, whether Sears or not, and as such are sort of a wholesale pricing. The parts do not come with schematics or instructions for installing, so it requires a certain amount of knowledge in some instances to use them. Additionally, while the parts have a warranty against defects, they are not returnable once installed if it turns out the part does not fix the problem or if the part is damaged while installing it. In the case of electronic control boards, improper installation can cause the board to short out and this would not be considered a defect; thus the consumer would be out the entire cost of the part. When the same parts are ordered by our in-home repair technicians, we take on any liability regarding that part. So if it is installed wrong and it causes the part to fail, or if it is determined that the part is not needed after it is installed, then the consumer would be able to get a replacement or a refund. This retail price reflects any internal costs we have for shipping, warehousing on trucks, or for sourcing them locally when needed, and also the probability of damaging the part in some way. Some parts have only a small difference in price between the wholesale and retail cost and others have a larger difference, again because of internal expenses. It is always the consumer’s choice on whether to have the peace of mind to have us take on that liability, or to do a repair themselves. We would also note that we do not advertise through Sears service that we match prices, whether through another Sears operated business or a different service provider. As far as the two payments are concerned, when we determine that parts will have to be ordered for a return visit, our technician initially collects the price of the part along with our minimum trip/diagnostic fee. In this way, if the consumer never has us install the part or has us go back out, neither party would owe the other any monies. So our technician collected the price of the part and the trip fee, which came to $572.64 with the tax, and then collected the remaining labor of $74.00, once he returned and installed the part. In most cases at this point we stand pretty firm that we presented the cost of the part in our estimate and the estimate was accepted by [redacted], which means no refund is owed by us and would generally not be provided. With that said, in [redacted] case it did take an inordinate amount of time for the manufacturer to provide the part and he apparently waited patiently from December until March for the repair to be completed. While we have no control over how quickly the part is shipped, or if it is on back-order, because of the delay we would be willing to provide a 20% discount on the repair as a courtesy. This amounts to a refund of $129.33 and if [redacted] could contact me at [redacted] or email me at [redacted] with the first 12 digits of his 16 digit [redacted] card number ending in [redacted] (the [redacted] card used for the first payment), we would issue this refund back to his [redacted] card; we do not need the expiration date or the security code since we are just processing a refund rather than a sale. We apologize that we even have to ask for this, but so much time has elapsed since the payment was made that the full credit card information is no longer accessible in our system. In the interim, since we are willing to provide a partial refund as a courtesy and are only awaiting contact from [redacted], we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]
Complaint: [redacted]
I am rejecting this response because: My first contact was with the Sears store in Topeka, Kansas on June 26th and on the same date I called the Parts and Repair Service Center at Sears. I explained the problem to them and the message that was on the refrigerator board. The message was "rdH" and I was told that it needed a new water filter. Since it was to late and store was closed I was forced to wait until the next day to purchase a new water filter. I replaced it on June 27rh and it wasn't very long and the same message appeared on the refrigerator. I again called Sears and they told me it was a relay to the heater that controlled the defrosting of the refrigerator and a technician would have to check it out. By this time I didn't have much trust in the results of my calls to Sears so I called the store to get the telephone number to a repair person that use and recommend. I called him and he said that it could be a number of problems and that he would have to check out the refrigerator before he could give me an estimate for the repair. At that point I decided purchase the Sears Appliance Warranty with the hope of getting my repair completed quicker. of course this did not happen. I don't believe or agree that this type of service complies with Sears service guarantee when I was told that when service is contacted tat the service in normally completed within 48 hours of the call. This what I an [redacted]et about:1. June 30-July 8-Our call into Sears that took 8 days to schedule a technician. We were without our refrigerator from June 26th and realize Sears didn't get the request for a technician until June 30th which makes it 8 days before Sears can even get some out to check out the problem. We were without our refrigerator for 10 days to this point and had to store our food with neighbors or take a loss for all the food. 2. July 8-July 13-It took 5 days to get a part when it was an emergency order. This does not reflect and emergency shipment in my estimation. If someone is in need of a part there is overnight service that is available. If you or anyone was without a refrigerator that long it shows that customer service is not a priority with Sears. I was told when I purchased the Sears Appliance Warranty I was told what the program consists of and the coverage that it covered and didn't cover. The problem again is that I was told that the normal response to a service call is 48 hours from the time the call was received or sometimes quicker. This must have been an error on Sears since the time frame that Sears did my repair was within Sears service guarantee. The service technician did his job in an excellent manner and gave us his direct telephone number so we could call him when the part arrived. We called him and he responded the same day. I feel that I should be compensated for this type of service as it 13 days from the time of the call in to the completed repair is very extreme. If Sears feels like they did there best to take care of a customer, then they will continue to lose more customers.
Sincerely,
[redacted]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Alison M [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with her washer and her request for a...
replacement. Ms. [redacted] has a Top Loading High Efficiency Low-water washer which requires regular monthly maintenance. The exact monthly maintenance actions are detailed on pages 12 and 13 of the owner’s manual. That being said our research shows that we have sent service technicians to diagnose the washer and have found no mechanical issues at all. Our service technicians have indicated that the washer is being over loaded and at the first service call we found over sudsing as well, meaning that the soap being used was not low sudsing HE soap which the owner’s manual states. It is important to note that there are only two (2) mechanical issues failures that could be causing clothes to be damaged in this model, that being either the interior Basket or Wash plate if either of these items has a sharp piece or spar either issue could snag the clothing and cause minor damage. Both these items have been checked and found to be in good conditions without sharp edges or spars. The other issues that could cause damage to clothing all fall under customer miss use, the most common one being that the washer is overloaded and the incorrect cycle being selected. When a washer is over or improperly loaded the clothes can get too high in the basket causing them to get caught along the top of the Basket where it meets the drum. Ms. [redacted] states that the washer is in her rental home and the issues are being reported by her tenant. We suggest she confirm her tenant has read the owner’s manual as it explains how to use this washer. While we understand Ms. [redacted]’s dissatisfaction with our continued refusal to exchange or return her washer, we have found no extenuating circumstances that would justify this exception to our stated policy and have closed our case. We apologize to Ms. [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. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
December 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have been completed the investigation of Mr. [redacted] complaint regarding his Shop...
Your Way Rewards (SYWR) account. Unfortunately, there was a system error and some orders, including Mr. [redacted] had to be reprocessed. That said, our records reflect that on November 18, 2016, his account was credited with the base points he had earned and then on November 30, 2016, the bonus points were added. We apologize for the delay. have spoken with Mr. [redacted] in regard to this issue. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
January 25, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his refrigerator and his request to have...
the unit replaced under his Repair Protection Agreement (RPA). First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his refrigerator. After reviewing the notes in Mr. [redacted] service orders, our office authorized a replacement for customer satisfaction. Per the terms of Mr. [redacted] repair agreement, he was authorized the maximum amount, $1,500.00. Mr. [redacted] is welcome to go to his local Sears to reselect; any Sears Blue Crew associate in the appliance department can assist him. Mr. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new refrigerator will be delivered at no charge and the old unit removed. The remaining RPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty for one-year and then provide additional coverage until July 1, 2018. Additionally, our records show that a food loss check for $200.00 was processed on January 23, 2017, that Mr. [redacted] should receive in the next two weeks. With that said, since we are providing Mr. [redacted] with an equitable resolution, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
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,
Mark H[redacted]
August 31, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the performance of...
her washer and the problem she encountered when she attempted to exchange the washer 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. The copy of the receipt that Ms. [redacted] was provided clearly states the following: Our Return Policy varies depending upon the item purchased. Restrictions apply. See Sears.com, signs posted at registers or an associate for details. Ms. [redacted] could have simply followed the instructions printed on the receipt. 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...”Since Ms. [redacted] purchased the washer on May 6, 2016, and attempted to exchange it on June 10, 2016, she was over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the washer is covered by the manufacturer’s one year warranty for parts and labor to service the washer. According to our records, on July 16, 2016 our technician assessed the washer and found that it had an over-load fault code. Our technician cleared the code and recalibrated the washer. He then provided Ms. [redacted] instructions on usage. Ms. [redacted] called for service again, and on August 18, 2016 another technician was sent to assess the washer. Our technician reported that there was no problem found with the washer. He was unable to verify Ms. [redacted]’s complaint regarding a ticking noise and water in the control panel. He found no fault codes and noted that Ms. [redacted] is just unhappy with the operation of the washer. As far as Ms. [redacted]’s request for an exchange is concern, we did not find this was warranted, particularly since the washer is operational.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted]’s request
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] direct
[redacted]@searshc.com
September 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: #[redacted] – James [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] rebuttal to the response we provided. We are confused by Mr. [redacted] rebuttal. He provided a list of refrigerators that we assume he means are energy STAR compliant, and his refrigerator is listed second from the bottom of the list. His is the one listed as: Kenmore 253.7041*41 Refrigerator Kenmore 253.7041*41 Refrigerator 253 is the source code and there is an asterisk in place of the number that denotes color. In Mr. [redacted]’ case, his model number for his refrigerator is 25370413410. The 3 is an indicator that it is a stainless finish for the color. The zero at the end is essentially meaningless as it would change if there were different product runs (then instead of a zero it might be a one or two). We apologize if this was not clear to Mr. [redacted] from reviewing the rebate website he referenced. Since we have hopefully provided the clarification Mr. [redacted] was seeking, we have closed our file. Again, 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 [redacted] Regulatory Complaints Specialist Direct Line: [redacted] Email: Tammie.[redacted]@searshc.com
December 21, 2015 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # 10980126–Amy [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint concerning a recent order....
According to our records, Ms. [redacted] placed a second order on December 7, 2015 for the drill bits and she was given free shipping automatically. We want to apologize to Ms. [redacted] as this should not have been so difficult to resolve. Since it appears that Ms. [redacted] has received the resolution that she had requested, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com