August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Oscar O. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her treadmill. We...
have spoken with the manufacturer, [redacted] and they are willing to provide Mr. [redacted] with the pieces needed to fix the issue as well as a gift card for half of the value of his purchase price. We ask that Mr. [redacted] contact National Sales Director J.R. [redacted] during normal business hours at [redacted]) [redacted]. 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 Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
After reviewing the complaint filed, we researched the order and found that Online Solutions initially issued a $200.00 adjustment on April 28, 2015, since [redacted] agreed to reschedule delivery. However, when the product was not delivered on the rescheduled date, he requested to cancel the order. We value [redacted] patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this system error occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We apologize again for the delay and any inconvenience he may have experienced. Fortunately, the remaining refund of $563.19 was issued on May 12, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
his refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we reviewed our service system and confirmed that he was scheduled for a follow-up service call on November 7, 2016. On the day of service, the technician found an issue with the fan wiring harness. He replaced the part and completed the repair; Mr. [redacted] was not charged for this secondary repair. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [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,
Joseph N[redacted]
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. While [redacted] does not carry a protection agreement that offers food loss in the event of a product failure, we have processed a $200.00 reimbursement check as a one-time customer courtesy. The check request was submitted on March 21, 2016, so [redacted] should receive it in the next two weeks. With that said, since we have documented [redacted] concerns with his refrigerator failure and processed his requested food loss reimbursement, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: ** [redacted] Dear Ms. [redacted]...
We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Upon researching Ms. [redacted] complaint, we found that she has been working with our Executive Member Services (EMS) group. Our records show that EMS processed an even exchange for Ms. [redacted] on January 27, 2017, and the new refrigerator was delivered on January 31, 2017. Additionally, EMS will be following up with Ms. [redacted] to ensure her satisfaction. In the interim, since a fair resolution has been provided for Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 20, 2017 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #1191378 – Steven [redacted] Dear Ms. Virghes: We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs to his snow thrower. We apologize for the delay in responding but the previous agent assisting, Adam [redacted], is no longer employed with our company. I took over Mr. [redacted] complaint and reviewed his service history. While the Repair Protection Agreement (RPA) does not put a cap on the amount of repairs that can be performed, we did see that there appeared to be an excessive amount within the last several months. Due to this, we felt a replacement was justified even though it was not an entitlement under the RPA. We attempted to contact Mr. [redacted] at the phone number listed with his record ([redacted]) but there was no answer and no voicemail so that we could leave a message. We authorized a replacement up to $1250.00. All Mr. [redacted] needs to do is go to any Sears store and reference the telephone number his records are under and they can pull up this authorization. It can be used towards any snow thrower and is valid for 90 days. If he selects something for $1250.00 or less he will not owe anything out of pocket to have the new one delivered and the old one picked up. His existing RPA would transfer over to the replacement. If he selects something less, then he would forfeit any remainder and if he selects something more he would just owe the difference and any tax on that amount. It would not be unusual to select something for less since the current item that is most comparable to Mr. [redacted] that we show in stock online has a regular price of $1249.99 and a sale price of $999.99. If Mr. [redacted] is unable to go to a store or one is not easily accessible, he can always call or email me with his choice if he selects this on our website. If he looks online we would recommend that he put in his zip code so that he can see with each model how readily available it is in his area. With that said, since we have honored his request to receive a replacement, and he can contact me directly if he needs assistance in getting his replacement, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
August 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: George [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon reviewing Mr. [redacted]’s complaint and the notes in his service order, we decided to honor his request for customer satisfaction. Accordingly, we contacted our Protection Agreement department to have the Service Smart Agreement (SSA) refunded in full. A credit for $248.72 was processed on August 24, 2016, and should post to Mr. [redacted]’s Visa account ending in [redacted] within the next five to seven days. Additionally, we have submitted a credit request for $33.44 as reimbursement for the monies Mr. [redacted] paid for the washer repair that was never completed. This credit should post to his Visa account ending in [redacted] within a week. With that said, since we have provided Mr. [redacted] with his requested resolution and documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[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. Ms. [redacted] mentioned that she purchased the onesies 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 onesies on May 2, 2016, and then attempted to return them on September 2, 2016, she was clearly over the 30-day “hassle-free” return period.
Ms. [redacted] stated that she mailed a complaint letter along with the onesies via USPS Priority to our corporate office in Hoffman, Illinois. We contacted Ms. [redacted] and requested the tracking number so that we could return her package. Ms. [redacted] was unable to provide the tracking number. We advised her that we needed proof that we received it, and without the tracking number we would not be able to locate her package or return it.
We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. 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] 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
August 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Cody M. [redacted] Dear Ms. [redacted]: We have completed the investigation...
of Mr. [redacted]’s complaint regarding the suspension of his SYWR account. According to our records, there are at least 12 accounts linked to Mr. [redacted]’s home address set up under variations of different email addresses. This violates the terms of his SYWR membership as well as the terms of the sweepstakes he has been playing. If Mr. [redacted] can provide the membership number under which he claims the points in question were supposed to be earned, we would be willing to review the matter further. However, we want to stress again that he is violation of the terms of the program. Mr. [redacted] may contact me via email at Tammie.[redacted]@searshc.com with this information if he wishes. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]-[redacted] Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution (with the corrected amount of $100 to place price below competitor [redacted] per Mr. [redacted] is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Gary A. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed Mr. [redacted]’s expectations when he used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, we revealed that Mr. [redacted] opened his layaway on January 27, 2016, with a payment of $37.48. A second payment of $75.00 was made on February 11, 2016. Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $107.48 to Mr. or Mrs. [redacted]’s Visa card with a last digit of 8. The total of the refund differs from the total of Mr. [redacted]’s payments because a $5.00 layaway fee was assessed, as agreed to at the time the layaway was opened. If Mr. [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-7741 for assistance. He must provide his full credit card number in order for us to fully investigate the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Since we have noted Mr. [redacted]’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr. [redacted]’s response, 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] 1-800-762-3049 Ext. [redacted]
September 29, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize that Ms. [redacted]' dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. According to our records, Ms. [redacted] purchased the dishwasher on August 7, 2013 and the manufacturer's 2-year warranty expired on August 12, 2015. We reviewed the service history and there are no previous repairs since the unit was installed. On September 16, 2015 we contacted Ms. [redacted] and informed her that the dishwasher did not qualify for a return. However, for customer satisfaction, we offered to schedule service with Sears and we would cover the labor charge and she would be responsible for any parts. She accepted the offer and service was scheduled for September 17, 2015. Our technician provided Mr. [redacted] with an estimate for the parts and Ms. [redacted] approved the repair. Our records indicate that the dishwasher repair was completed on September 25, 2015. With that being said, since the dishwasher has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] direct[redacted]searshc.com
October 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]s rebuttal.
We have reviewed both our response and [redacted]s rebuttal, and we do not find that he has brought any new information to his complaint. [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer. [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator working. When the service technician arrived on October 8, 2015 he found this part would not fix [redacted]s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes 28 separate parts; this was installed on October 16, 2015. These parts are available to view online at the Sears Parts Direct website. All [redacted]s need do is put in his model number and the name of the part he would like to view.
While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhere. In light of outcome of that call and to prevent upsetting [redacted]ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, 2015. This offer remains open for 30 days until November 20, 2015. Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains 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]
December 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Roger L[redacted]
Dear [redacted]
We have completed the investigation of Mr. L[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and it continues to have the same issue after the warranty expired.
Upon receipt of Mr. L[redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty period. Our technician replaced the same part at least 3 times. The ice maker would work for a few months and then it would stop working again. Due to the service history, we contacted Mr. L[redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to Mr. L[redacted] The protection agreement would cover parts and labor for a year. Mr. L[redacted] accepted the offer and we scheduled service. We instructed Mr. L[redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage period. With that being said, since we have addressed the issue brought forth in Mr. L[redacted] complaint, we have closed our file.
We apologize to Mr. L[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]
March 21, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: [redacted] * Charnetta H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her washer/dryer combo unit. Upon investigation of Ms. H[redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacement. However, we could not find that this was communicated to Ms. H[redacted]. Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, 2018. Should Ms. H[redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z[redacted]. With that said, since we are waiting to follow up with Ms. H[redacted] after her completed delivery. We have closed our file. We apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints Tell us why here...
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her Sears.com order. We have reviewed both sears.com’s response and Ms. [redacted] rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive. In reference to Ms. [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order. We would also again like to mention that our records show that Ms. [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agent. Ms. [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them. Unfortunately, we are unable to further assist Ms. [redacted] with this issue until we have received the requested information. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: #[redacted] - Rebecca [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with...
our customer service and failure to provide a treadmill she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a treadmill from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our store informed Ms. [redacted] that the treadmill she ordered from sears.com was not available for pick-up on September 10th, cancelled her online order, and re-ordered the item for delivery to her home. However, through the availability of the item it was determined that delivery could not be completed for several weeks. Ms. [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time. Her purchase was canceled and refunded on September 17, 2016. If Ms. [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ([redacted] within ten business days from the date of this letter. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us another 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 noted Ms. [redacted]’s comments and a full refund has been provided for the order in question. 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] Ext. 87741
March 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
On 07/15/2014 our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next 14 months, we rebalanced his tires 9 times due to a complaint of vibration. In December of 2015 we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint. At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn. Mr. [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted]) and requested a new set of tires at no charge. We offered a 56% adjustment on his tires, which he accepted. On 12/22/2016 we installed a new set of tires on his vehicle and have since rebalanced them 3 more times. We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance.
I have contacted [redacted] today, March 23, 2016 and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $267.88 and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicle. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Oscar O. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her treadmill. We...
have spoken with the manufacturer, [redacted] and they are willing to provide Mr. [redacted] with the pieces needed to fix the issue as well as a gift card for half of the value of his purchase price. We ask that Mr. [redacted] contact National Sales Director J.R. [redacted] during normal business hours at [redacted]) [redacted]. 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 Complaint Specialist Sears Holdings Corporation ([redacted]@searshc.com
Initial Business Response /* (1000, 8, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
May 26, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
...
We have completed the investigation of [redacted] complaint regarding his online order.
After reviewing the complaint filed, we researched the order and found that Online Solutions initially issued a $200.00 adjustment on April 28, 2015, since [redacted] agreed to reschedule delivery. However, when the product was not delivered on the rescheduled date, he requested to cancel the order. We value [redacted] patronage and can understand how the series of events detailed in his complaint has caused him to lose faith in Sears. We regret that this system error occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. We apologize again for the delay and any inconvenience he may have experienced. Fortunately, the remaining refund of $563.19 was issued on May 12, 2015. Additionally, we hope that in the future [redacted] will allow us another opportunity to provide him with a better example of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Michael [redacted] - # [redacted] Dear Ms. [redacted]: We have completed our investigation of Mr. [redacted] complaint regarding...
his refrigerator repair. It is unfortunate that we failed Mr. [redacted] expectations when he recently contacted Sears Home Services to repair his refrigerator. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review. Upon receiving Mr. [redacted] complaint, we reviewed our service system and confirmed that he was scheduled for a follow-up service call on November 7, 2016. On the day of service, the technician found an issue with the fan wiring harness. He replaced the part and completed the repair; Mr. [redacted] was not charged for this secondary repair. With that said, since we have completed the repair to Mr. [redacted] refrigerator, albeit later than expected, and we have documented his concerns with the repair process, we ask that this matter be closed. We apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [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,
Joseph N[redacted]
March 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his refrigerator. First, we would like to apologize to [redacted]...
[redacted] for failing his expectations in regard to his refrigerator. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused [redacted]. While [redacted] does not carry a protection agreement that offers food loss in the event of a product failure, we have processed a $200.00 reimbursement check as a one-time customer courtesy. The check request was submitted on March 21, 2016, so [redacted] should receive it in the next two weeks. With that said, since we have documented [redacted] concerns with his refrigerator failure and processed his requested food loss reimbursement, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
January 31, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: ** [redacted] Dear Ms. [redacted]...
We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. It is unfortunate that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely regret any inconvenience Ms. [redacted] may have experienced. Upon researching Ms. [redacted] complaint, we found that she has been working with our Executive Member Services (EMS) group. Our records show that EMS processed an even exchange for Ms. [redacted] on January 27, 2017, and the new refrigerator was delivered on January 31, 2017. Additionally, EMS will be following up with Ms. [redacted] to ensure her satisfaction. In the interim, since a fair resolution has been provided for Ms. [redacted], we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 20, 2017 Nita Virghes Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #1191378 – Steven [redacted] Dear Ms. Virghes: We have completed the investigation of Mr. [redacted] complaint regarding the multiple repairs to his snow thrower. We apologize for the delay in responding but the previous agent assisting, Adam [redacted], is no longer employed with our company. I took over Mr. [redacted] complaint and reviewed his service history. While the Repair Protection Agreement (RPA) does not put a cap on the amount of repairs that can be performed, we did see that there appeared to be an excessive amount within the last several months. Due to this, we felt a replacement was justified even though it was not an entitlement under the RPA. We attempted to contact Mr. [redacted] at the phone number listed with his record ([redacted]) but there was no answer and no voicemail so that we could leave a message. We authorized a replacement up to $1250.00. All Mr. [redacted] needs to do is go to any Sears store and reference the telephone number his records are under and they can pull up this authorization. It can be used towards any snow thrower and is valid for 90 days. If he selects something for $1250.00 or less he will not owe anything out of pocket to have the new one delivered and the old one picked up. His existing RPA would transfer over to the replacement. If he selects something less, then he would forfeit any remainder and if he selects something more he would just owe the difference and any tax on that amount. It would not be unusual to select something for less since the current item that is most comparable to Mr. [redacted] that we show in stock online has a regular price of $1249.99 and a sale price of $999.99. If Mr. [redacted] is unable to go to a store or one is not easily accessible, he can always call or email me with his choice if he selects this on our website. If he looks online we would recommend that he put in his zip code so that he can see with each model how readily available it is in his area. With that said, since we have honored his request to receive a replacement, and he can contact me directly if he needs assistance in getting his replacement, 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, Dana [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: Dana.[redacted]@searshc.com
August 25, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: George [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding Sears Home Services. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recent washer repair. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon reviewing Mr. [redacted]’s complaint and the notes in his service order, we decided to honor his request for customer satisfaction. Accordingly, we contacted our Protection Agreement department to have the Service Smart Agreement (SSA) refunded in full. A credit for $248.72 was processed on August 24, 2016, and should post to Mr. [redacted]’s Visa account ending in [redacted] within the next five to seven days. Additionally, we have submitted a credit request for $33.44 as reimbursement for the monies Mr. [redacted] paid for the washer repair that was never completed. This credit should post to his Visa account ending in [redacted] within a week. With that said, since we have provided Mr. [redacted] with his requested resolution and documented his concerns with the repair process, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 16, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[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. Ms. [redacted] mentioned that she purchased the onesies 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 onesies on May 2, 2016, and then attempted to return them on September 2, 2016, she was clearly over the 30-day “hassle-free” return period.
Ms. [redacted] stated that she mailed a complaint letter along with the onesies via USPS Priority to our corporate office in Hoffman, Illinois. We contacted Ms. [redacted] and requested the tracking number so that we could return her package. Ms. [redacted] was unable to provide the tracking number. We advised her that we needed proof that we received it, and without the tracking number we would not be able to locate her package or return it.
We would like to note that nationwide our stores have been applying the return policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. 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] 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,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
August 26, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Cody M. [redacted] Dear Ms. [redacted]: We have completed the investigation...
of Mr. [redacted]’s complaint regarding the suspension of his SYWR account. According to our records, there are at least 12 accounts linked to Mr. [redacted]’s home address set up under variations of different email addresses. This violates the terms of his SYWR membership as well as the terms of the sweepstakes he has been playing. If Mr. [redacted] can provide the membership number under which he claims the points in question were supposed to be earned, we would be willing to review the matter further. However, we want to stress again that he is violation of the terms of the program. Mr. [redacted] may contact me via email at Tammie.[redacted]@searshc.com with this information if he wishes. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]-[redacted] Tammie.[redacted]@searshc.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution (with the corrected amount of $100 to place price below competitor [redacted] per Mr. [redacted] is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 23, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Gary A. [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his cancelled Sears layaway. It is unfortunate that we failed Mr. [redacted]’s expectations when he used Sears layaway. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, we revealed that Mr. [redacted] opened his layaway on January 27, 2016, with a payment of $37.48. A second payment of $75.00 was made on February 11, 2016. Our records show that the layaway was cancelled approximately one month later, on March 11, 2016, and our system refunded $107.48 to Mr. or Mrs. [redacted]’s Visa card with a last digit of 8. The total of the refund differs from the total of Mr. [redacted]’s payments because a $5.00 layaway fee was assessed, as agreed to at the time the layaway was opened. If Mr. [redacted] is unable to confirm the refund with his credit card provider, he may contact Regulatory Complaint Specialist Nicki Goldberg at 512-248-7741 for assistance. He must provide his full credit card number in order for us to fully investigate the refund. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Since we have noted Mr. [redacted]’s comments and our system shows that a refund has been issued, we respectfully ask to have this matter closed pending Mr. [redacted]’s response, 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] 1-800-762-3049 Ext. [redacted]
September 29, 2015Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: # 94568986 - Danelle [redacted] Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted]' complaint regarding her dissatisfaction that her dishwasher failed sooner than she expected and her request for a refund.We apologize that Ms. [redacted]' dishwasher failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. According to our records, Ms. [redacted] purchased the dishwasher on August 7, 2013 and the manufacturer's 2-year warranty expired on August 12, 2015. We reviewed the service history and there are no previous repairs since the unit was installed. On September 16, 2015 we contacted Ms. [redacted] and informed her that the dishwasher did not qualify for a return. However, for customer satisfaction, we offered to schedule service with Sears and we would cover the labor charge and she would be responsible for any parts. She accepted the offer and service was scheduled for September 17, 2015. Our technician provided Mr. [redacted] with an estimate for the parts and Ms. [redacted] approved the repair. Our records indicate that the dishwasher repair was completed on September 25, 2015. With that being said, since the dishwasher has been repaired, we have closed our file.Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,Matilda [redacted]Regulatory Complaint SpecialistSears Holdings Corporation[redacted] direct[redacted]searshc.com
October 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
[redacted]
We have completed the investigation of [redacted]s rebuttal.
We have reviewed both our response and [redacted]s rebuttal, and we do not find that he has brought any new information to his complaint. [redacted] insists that the Actuator was not ordered causing the delay in completing service on his washer. [redacted] lists part # [redacted] as the Actuator; this part is a slim oval ring that shifts the agitator and has much to do with the agitator working. When the service technician arrived on October 8, 2015 he found this part would not fix [redacted]s washer because the agitator was movable but that there was a grinding noise when the agitator was in motion, based on that assessment our service technician ordered the entire gear case which includes 28 separate parts; this was installed on October 16, 2015. These parts are available to view online at the Sears Parts Direct website. All [redacted]s need do is put in his model number and the name of the part he would like to view.
While we understand that he was dissatisfied with the service he received, we have made the attempt to address the inconvenience he experienced unfortunately when we contacted [redacted] disconnected the call stating she did not want to speak to anyone from Sears and once her service warranty was up she would shop elsewhere. In light of outcome of that call and to prevent upsetting [redacted]ny further we provided the laundry reimbursement offer stated in our closure letter dated October 20, 2015. This offer remains open for 30 days until November 20, 2015. Since we have made an attempt to address the issue directly with [redacted] and have offered a fair and equitable resolution this case remains 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]
December 8, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Roger L[redacted]
Dear [redacted]
We have completed the investigation of Mr. L[redacted] complaint regarding his dissatisfaction with the multiple repairs on his...
refrigerator and it continues to have the same issue after the warranty expired.
Upon receipt of Mr. L[redacted] complaint we researched and discovered that we made several attempts to repair the ice maker on his refrigerator during the warranty period. Our technician replaced the same part at least 3 times. The ice maker would work for a few months and then it would stop working again. Due to the service history, we contacted Mr. L[redacted] and offered to add a one-year protection agreement on the refrigerator at no additional charge to Mr. L[redacted] The protection agreement would cover parts and labor for a year. Mr. L[redacted] accepted the offer and we scheduled service. We instructed Mr. L[redacted] to contact me if the refrigerator continues to have any issues after the repair is completed, and within the coverage period. With that being said, since we have addressed the issue brought forth in Mr. L[redacted] complaint, we have closed our file.
We apologize to Mr. L[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]
March 21, 2018 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL ...
60611 �...⇄ Re: [redacted] * Charnetta H[redacted] Dear [redacted] We have completed the investigation of Ms. H[redacted] complaint regarding her washer/dryer combo unit. Upon investigation of Ms. H[redacted] complaint, we found that she had been speaking with Customer Solutions and was initially told that she would receive a replacement. However, we could not find that this was communicated to Ms. H[redacted]. Accordingly, we contacted her on March 17, 2018, and offered to replace her Washer/Dryer combo unit; she is currently scheduled for delivery on March 23, 2018. Should Ms. H[redacted] have any additional questions or concerns prior to March 23, 2018, she can contact me at [redacted] or via email at Robert.Z[redacted]. With that said, since we are waiting to follow up with Ms. H[redacted] after her completed delivery. We have closed our file. We apologize to Ms. H[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Robert Z[redacted]REGULATORY SPECIALIST, Regulatory Complaints Tell us why here...
February 2, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] rebuttal to the response we provided regarding her Sears.com order. We have reviewed both sears.com’s response and Ms. [redacted] rebuttal, and we do not find that Ms. [redacted] has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to grant her request for a refund for any missing items until she has provided specific information about which items were missing from the packages she did receive. In reference to Ms. [redacted] suggestion that our associates were unable to understand her request, or the English language, we can only assure her that while English may not be the first language of some of our associates, all Sears online associates must pass tests to confirm that they are fully capable of understanding our customers and resolving every issue that may arise with any online order. We would also again like to mention that our records show that Ms. [redacted] contacted our online team only once and did not complete that call or try to call again to speak with a different online agent. Ms. [redacted] may contact our online team again by telephone or email or she may reply directly to the Revdex.com with more specific information about the items missing from her order if she is still seeking a refund for them. Unfortunately, we are unable to further assist Ms. [redacted] with this issue until we have received the requested information. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 10, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #[redacted] Chicago, IL 60611 Re: #[redacted] - Rebecca [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with...
our customer service and failure to provide a treadmill she purchased from Sears. It is unfortunate that we failed Ms. [redacted]’s expectations when she recently purchased a treadmill from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. We can assure Ms. [redacted] that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that our store informed Ms. [redacted] that the treadmill she ordered from sears.com was not available for pick-up on September 10th, cancelled her online order, and re-ordered the item for delivery to her home. However, through the availability of the item it was determined that delivery could not be completed for several weeks. Ms. [redacted] first indicated that she accepted the delivery date, but later called our store to cancel the order because she no longer agreed with the wait time. Her purchase was canceled and refunded on September 17, 2016. If Ms. [redacted] has any further concerns or questions about this issue, she may contact Jesse [redacted] Manager of Sears Store number 2239, at ([redacted] within ten business days from the date of this letter. At this time, we can only reiterate that we regret any inconvenience Ms. [redacted] may have experienced. We hope that in the future she will allow us another 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 noted Ms. [redacted]’s comments and a full refund has been provided for the order in question. 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] Ext. 87741
March 24, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
*
[redacted]
We have completed the investigation of [redacted] complaint regarding his recent visit to one of our auto...
centers.
Upon receiving [redacted] complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted] who states the following:
On 07/15/2014 our auto center sold him a set of [redacted] tires for his current vehicle and over the course of the next 14 months, we rebalanced his tires 9 times due to a complaint of vibration. In December of 2015 we contacted [redacted] to attempt to warranty adjust the tires due to a persistent ride complaint. At that time [redacted] offered 25% goodwill adjustment due to the tires being unevenly worn. Mr. [redacted] was not pleased with that offer and promptly contacted the Revdex.com to file a complaint against Sears Auto Center (Revdex.com Complaint [redacted]) and requested a new set of tires at no charge. We offered a 56% adjustment on his tires, which he accepted. On 12/22/2016 we installed a new set of tires on his vehicle and have since rebalanced them 3 more times. We have attempted to explain to him that if the vibration was still present with a different set of tires, there is a very reasonable possibility that the vehicle's suspension could be playing a part in his ride disturbance.
I have contacted [redacted] today, March 23, 2016 and we have come to an agreement that he will have his tires replaced elsewhere, return the tires he most recently purchased from us and I will refund him $267.88 and at that time we will no longer be responsible for resolving any ride disturbance issues with his vehicle. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]