December 24, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience.We would first like to...
apologize for any inconvenience he may have experienced with his missing order. We value his patronage and can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order, we found that Sears Online processed a refund of $27.08 on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, 2015. Additionally, we hope that in the future he 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, we have noted [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 SpecialistSears Holdings Corporation
February 25, 2016 Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611 Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com Website Dear Ms. [redacted], Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to Ms. [redacted]’ request, we have returned to the home for three service visits. During the first visit we determined that new fuses and a new heat strip were needed. On the second visit we felt it would be a better long-term solution to install a heat kit and a new thermostat. On February 19th, we installed two relays and the thermostat. We have received both written and verbal confirmation from Karen [redacted] that the HVAC unit is operating as it should and the member is satisfied with the resolution. Additionally, as a gesture of customer service Ms. [redacted]’ existing maintenance protection agreement has been extended until October 18, 2017. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Heather.[redacted]@searshomepro.com. Sincerely, Heather [redacted]SHIP/HI Regulatory Complaint Specialist cc: Amanda [redacted] via 1st class postage Tell us why here...
July 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Marina [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding non-receipt of a bottled water dispenser she...
ordered from sears.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Mrs. [redacted] was assisted by our Executive Member Services team. Mrs. [redacted]'s order amount of $144.44 was refunded to her Visa account ending in 6565 on July 20, 2015, because our Kmart vendor had not yet delivered the water dispenser. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-7[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. Thanks.
Sincerely,
[redacted] [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. Ms [redacted] from Sears Holdings has been incredibly helpful and extremely pleasant to work with resolving our issue.
Sincerely,
[redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Mr. [redacted] made several attempts to see if the return shipping would be covered which was never answered. While the product is well outside the sellers return policy, we are making a onetime courtesy exception to return the product. We sent an email correspondence to Mr. [redacted] explaining this information and advising that he will be receiving a return label via email shortly. For Mr. [redacted] records the return tracking number is [redacted]. Mr. [redacted] will need to return the product using the label that was sent to him via email. Once the product is returned, Mr. [redacted] is to follow up with me via email at [redacted] to ensure that the refund is processed. In closure, since we have offered an equitable resolution, we have closed our file. 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
March 17, 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 regrettable 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. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] After reviewing the notes in Ms. [redacted] service order, my office contacted her to offer an in-warranty exchange. While her refrigerator was repairable; the door needed to complete the repair was not available for several months. Ms. [redacted] accepted the offer and selected a new ** side by side refrigerator. The exchange was processed on March 16, 2017, and Ms. [redacted] is scheduled for delivery on March 27, 2017; the first available date. If Ms. [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/05/11) */
Contact Name and Title: [redacted]
May 11, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have not completed the...
investigation of [redacted] complaint regarding her washer repair.
[redacted] is currently scheduled to have a technician install parts in her ** washer on May 12, 2015. Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the research. However, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warranted. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. Once we have made a final decision in this matter, we will notify you immediately. In the interim, we ask that this case remain open, pending the aforementioned repairs.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The [redacted] washing machine was finally repaired after 7 scheduled appointments spanning 2 months', during which time the machine was completely inoperable. My request for some compensation has resulted in an offer of $100 for laundry services, tho I am told that it will take up to 27 days to actually receive a check & I do not have it yet. I will assume the $100 will arrive & assume this is the best that can be done. The ** washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles. [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be opened. At this point, after being without both of my washing machines for 2 months, I am simply glad that the machine sort-of works & I will accept that [redacted] has done all they can.
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr[redacted] complaint regarding the assembly of...
his elliptical machine. We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr. [redacted] said he had already taken care of it. He asked for a refund of the delivery/assembly fee. However, that fee includes delivery service, which was performed correctly. The fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $100.00 assembly fee even though we were not able to view the issue at hand or attempt top rectify it. The $100.00 credit should be visible on Mr[redacted] account within 7 business days. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and 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]
August 24, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mary D. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request for a full refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrival. Accordingly, a refund of $230.25 was issued on August 17, 2016, under return receipt number 019789091549. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and request for an...
exchange. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, delivery shows that an exchange was processed on April 26, 2017. For Ms. [redacted] records the exchange receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 7, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Claudine A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple...
service attempts on her washer and the service appointment availability.
As clarification, Ms. [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted]’s service history, and under the aforementioned terms, on September 2, 2016 she did meet the criteria for replacement.
According to our notes, on September 5, 2016 our contract department authorized for the replacement of the washer due to the multiple repair attempts. Ms. [redacted] has been authorized for $ 870.00 towards a replacement washer from Sears. Delivery and haul away are covered with your protection agreement. Once the replacement has been delivered, the protection agreement will be transferred to the new one. The authorization will expire within 90 days. With that being said, since we have provided Ms. [redacted] with her requested resolution, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[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 is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period. Thank you Sears for only reiterating my knowledge of a store like yours.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his 2012 refrigerator. Our records show that Mr. [redacted]...
purchased his refrigerator on July 23, 2012. The service history shows two service orders; the first on April 23, 2013 with a complaint that the ice maker wasn’t working so was replaced at that time. The second service was on September 24, 2014 with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filter. Our service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms. [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the normal 6 months. We have no other service calls for Mr. [redacted] on the refrigerator although we do show that we have been out to service other appliances in 2015 and as recently as November 2016. With that being said Mr. [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properly. Worn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity. We show that Mr. [redacted] did cancel the Sears Home Warranty on January 16/2017 and received a full refund of $659.88. Since we have confirmed that Mr. [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer...
service and non-receipt of Shop Your Way points offered for her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when he recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that on February 19, 2017, 119,398 points were added to the Shop Your Way Rewards account using the email Ms. [redacted] mentions. Ms. [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist **
[redacted]
August 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr....
K[redacted] complaint regarding his patio umbrella. As an exception to our return policy, we have issued a full refund to Mr. K[redacted] account and he may dispose of it as he wishes. In light of the aforementioned information, we have closed our file. We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 12, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr. [redacted]' complaint regarding...
service for his Craftsman riding mower.
We would first like to point out that since Mr. [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service provider. With that being said we found that Mr. [redacted] was being assisted by [redacted] in our escalated customer care department. Ms. [redacted] found that Mr. [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $106.65. Ms. [redacted] had a checked processed for $54.00 on July 8, 2015. If Mr. [redacted] is still in need of assistance he may contact Ms. [redacted] directly at XXX-XXX-XXXX ext. [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] L. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
1- TO SEARS- I am sorry this got this far. On July 2 I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this request. They must not have received my request or computers are responding for them, not humans.
2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July 2 since I resolved this matter with Sears. Lets see if your system is computer generated or HUMANS STILL DO THERE JOBS. I AM REQUESTING THAT YOU RESPOND TO ME BY JULY 17 OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BY. WAITING....
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, however a $50 gift card does not satisfy our customer being without hot water for almost 2 weeks. I will never purchase an appliance from Sears EVER again for the plain and simple fact that their...
customer service is horrible- to make a family live without hot water for almost 2 weeks and not seeing the urgency in the matter. I understand the address confusion, but that's not what frustrates me.
November 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Yvonne F[redacted] Dear [redacted] We have completed the...
investigation of Ms. F[redacted] complaint regarding her lease. First of all, we want to note that [redacted] It (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. So far, Ms. F[redacted] has not arranged for a purchase of the lease property nor did she return the leased items to WNLI. As such, she is subject to the terms of her lease and any further communications regarding this matter need to be directed to WNLI as we cannot assist. In light of the aforementioned information, we have closed our file. We apologize to Ms. F[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints [redacted]
December 24, 2015[redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] We have completed the investigation of [redacted] complaint regarding his recent online order experience.We would first like to...
apologize for any inconvenience he may have experienced with his missing order. We value his patronage and can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his order, we found that Sears Online processed a refund of $27.08 on December 18, 2015, under return receipt number [redacted] can expect to receive his refund gift card in the mail by January 11, 2015. Additionally, we hope that in the future he 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, we have noted [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 SpecialistSears Holdings Corporation
February 25, 2016 Revdex.comAttn: Nita [redacted]330 North Wabash Ave., Ste 2006Chicago, IL 60611 Our File No: [redacted]Revdex.com Case #: [redacted]Via: Revdex.com Website Dear Ms. [redacted], Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to Ms. [redacted]’ request, we have returned to the home for three service visits. During the first visit we determined that new fuses and a new heat strip were needed. On the second visit we felt it would be a better long-term solution to install a heat kit and a new thermostat. On February 19th, we installed two relays and the thermostat. We have received both written and verbal confirmation from Karen [redacted] that the HVAC unit is operating as it should and the member is satisfied with the resolution. Additionally, as a gesture of customer service Ms. [redacted]’ existing maintenance protection agreement has been extended until October 18, 2017. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. [redacted] as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at [redacted] x [redacted], or via email at Heather.[redacted]@searshomepro.com. Sincerely, Heather [redacted]SHIP/HI Regulatory Complaint Specialist cc: Amanda [redacted] via 1st class postage Tell us why here...
July 24, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94[redacted] - Marina [redacted]
Dear Ms. [redacted],
We have completed the investigation of Mrs. [redacted]'s complaint regarding non-receipt of a bottled water dispenser she...
ordered from sears.com.
It is unfortunate that we failed Mrs. [redacted]'s expectations when she recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we revealed that Mrs. [redacted] was assisted by our Executive Member Services team. Mrs. [redacted]'s order amount of $144.44 was refunded to her Visa account ending in 6565 on July 20, 2015, because our Kmart vendor had not yet delivered the water dispenser. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Mrs. [redacted]'s comments and the requested resolution has been provided.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki [redacted]
Regulatory Complaint Specialist
512-[redacted]
1-800-7[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. Thanks.
Sincerely,
[redacted] [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. Ms [redacted] from Sears Holdings has been incredibly helpful and extremely pleasant to work with resolving our issue.
Sincerely,
[redacted]
January 26, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his recent online order experience...
and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Mr. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Mr. [redacted] case, the order was fulfilled by [redacted] located at [redacted] Email: [redacted] and telephone number [redacted]. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. [redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Mr. [redacted] made several attempts to see if the return shipping would be covered which was never answered. While the product is well outside the sellers return policy, we are making a onetime courtesy exception to return the product. We sent an email correspondence to Mr. [redacted] explaining this information and advising that he will be receiving a return label via email shortly. For Mr. [redacted] records the return tracking number is [redacted]. Mr. [redacted] will need to return the product using the label that was sent to him via email. Once the product is returned, Mr. [redacted] is to follow up with me via email at [redacted] to ensure that the refund is processed. In closure, since we have offered an equitable resolution, we have closed our file. 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
March 17, 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 regrettable 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. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted] After reviewing the notes in Ms. [redacted] service order, my office contacted her to offer an in-warranty exchange. While her refrigerator was repairable; the door needed to complete the repair was not available for several months. Ms. [redacted] accepted the offer and selected a new ** side by side refrigerator. The exchange was processed on March 16, 2017, and Ms. [redacted] is scheduled for delivery on March 27, 2017; the first available date. If Ms. [redacted] has any further questions, she can send an email to [redacted] Furthermore, my office will monitor the delivery to ensure that it is completed. In the interim, since it is our understanding that Ms. [redacted] is satisfied with the aforementioned resolution, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Initial Business Response /* (1000, 13, 2015/05/11) */
Contact Name and Title: [redacted]
May 11, 2015
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
We have not completed the...
investigation of [redacted] complaint regarding her washer repair.
[redacted] is currently scheduled to have a technician install parts in her ** washer on May 12, 2015. Sears Technical Assistance Center is researching the part needed for [redacted] washer and service is tentatively scheduled for May 14, 2015; contingent upon the results of the research. However, until we have the opportunity to complete the repairs, we will be unable to make a final determination on whether any further assistance or compensation is warranted. Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter. Once we have made a final decision in this matter, we will notify you immediately. In the interim, we ask that this case remain open, pending the aforementioned repairs.
Again, we apologize to [redacted] and we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 15, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The [redacted] washing machine was finally repaired after 7 scheduled appointments spanning 2 months', during which time the machine was completely inoperable. My request for some compensation has resulted in an offer of $100 for laundry services, tho I am told that it will take up to 27 days to actually receive a check & I do not have it yet. I will assume the $100 will arrive & assume this is the best that can be done. The ** washing machine--sold to me by [redacted] & warranted by [redacted] who contracted [redacted] repair services--has had several parts replaced & the machine works much better, tho it still fails to complete most of the cycles, requiring me to set up repeat "spin only" cycles. [redacted] tells me that they have done all they can, & that if I am not satisfied I will need to call the warranty company & ask for another service order to be opened. At this point, after being without both of my washing machines for 2 months, I am simply glad that the machine sort-of works & I will accept that [redacted] has done all they can.
March 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr[redacted] complaint regarding the assembly of...
his elliptical machine. We were willing to have a team go back out and correct any issues that may have been existing with the assembly, but Mr. [redacted] said he had already taken care of it. He asked for a refund of the delivery/assembly fee. However, that fee includes delivery service, which was performed correctly. The fee for our delivery service is $69.99; therefore, we will be issuing a refund for the $100.00 assembly fee even though we were not able to view the issue at hand or attempt top rectify it. The $100.00 credit should be visible on Mr[redacted] account within 7 business days. In light of the aforementioned information, we have closed our file. We apologize to Mr. [redacted] and 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]
August 24, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mary D. [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’s complaint regarding her recent online order experience...
and request for a full refund. It is unfortunate that we failed Ms. [redacted]’s expectations as we value her patronage. We can understand her frustration with the series of events noted in her complaint. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we show that Sears Online submitted a refund request since it was well past the estimated date of arrival. Accordingly, a refund of $230.25 was issued on August 17, 2016, under return receipt number 019789091549. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, since a full refund has been provided, we respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
May 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her online order and request for an...
exchange. It is unfortunate if we failed Ms. [redacted] expectations as we value her patronage. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, delivery shows that an exchange was processed on April 26, 2017. For Ms. [redacted] records the exchange receipt number is [redacted] Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
September 7, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Claudine A [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s complaint regarding her dissatisfaction with the multiple...
service attempts on her washer and the service appointment availability.
As clarification, Ms. [redacted] purchased a Master Protection Agreement that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturer’s product recall”. We have researched Ms. [redacted]’s service history, and under the aforementioned terms, on September 2, 2016 she did meet the criteria for replacement.
According to our notes, on September 5, 2016 our contract department authorized for the replacement of the washer due to the multiple repair attempts. Ms. [redacted] has been authorized for $ 870.00 towards a replacement washer from Sears. Delivery and haul away are covered with your protection agreement. Once the replacement has been delivered, the protection agreement will be transferred to the new one. The authorization will expire within 90 days. With that being said, since we have provided Ms. [redacted] with her requested resolution, we have closed our file.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[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 is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I do like how Sears Always puts "PROOF OF SALE" in caps, I have been doing business with sears long enough to know that is the ONLY way you are able to return or replace something there.Fortunately this will be my LAST PROOF OF SALE, from Sears as I am finished shopping Sears, I actually have not shopped Sears for a number of years, but I do need to EDUCATE my son on the Sears experience, and make sure he does not waste his hard earned money at a place that does not take care of their customers unless you keep you PROOF OF SALE for the entire warranty period. Thank you Sears for only reiterating my knowledge of a store like yours.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his 2012 refrigerator. Our records show that Mr. [redacted]...
purchased his refrigerator on July 23, 2012. The service history shows two service orders; the first on April 23, 2013 with a complaint that the ice maker wasn’t working so was replaced at that time. The second service was on September 24, 2014 with a complaint that the “Change Water filter” light was coming on after a couple of months of changing the filter. Our service technician was not able to find a mechanical failure to indicate that the indicator light was not working properly and Ms. [redacted] was informed that it could very well be the water quality in her area causing the water filter to not last the normal 6 months. We have no other service calls for Mr. [redacted] on the refrigerator although we do show that we have been out to service other appliances in 2015 and as recently as November 2016. With that being said Mr. [redacted] was informed correctly that the Sears Home Warranty does not cover such things as mold or issues with gaskets as these items will wear out over time and will do so faster if not cleaned properly. Worn out gaskets will lead to condensation as they lose the ability to make a complete seal, especially in southern states due to high humidity. We show that Mr. [redacted] did cancel the Sears Home Warranty on January 16/2017 and received a full refund of $659.88. Since we have confirmed that Mr. [redacted] home warranty was canceled and have explained that we have no record of an ongoing issue with mold and condensation as he alludes to in his complaint we are unable to honor his request for a free service and have closed this complaint. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
March 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer...
service and non-receipt of Shop Your Way points offered for her sears.com order. It is unfortunate that we failed Ms. [redacted] expectations when he recently placed an order with Sears. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we have confirmed that on February 19, 2017, 119,398 points were added to the Shop Your Way Rewards account using the email Ms. [redacted] mentions. Ms. [redacted] may contact Shop Your Way at [redacted] if she is still having trouble viewing her points. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and the requested resolution has been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist **
[redacted]
August 3, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. V[redacted] We have completed the investigation of Mr....
K[redacted] complaint regarding his patio umbrella. As an exception to our return policy, we have issued a full refund to Mr. K[redacted] account and he may dispose of it as he wishes. In light of the aforementioned information, we have closed our file. We apologize to Mr. K[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, T[redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
Initial Business Response /* (1000, 12, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # XXXXXXXX - [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr. [redacted]' complaint regarding...
service for his Craftsman riding mower.
We would first like to point out that since Mr. [redacted] is no longer under a manufactures warranty he can have his riding mower repaired at any service provider. With that being said we found that Mr. [redacted] was being assisted by [redacted] in our escalated customer care department. Ms. [redacted] found that Mr. [redacted] did take his mower to his local service provider and offered a onetime only customer satisfaction resolution of half the repair cost which was $106.65. Ms. [redacted] had a checked processed for $54.00 on July 8, 2015. If Mr. [redacted] is still in need of assistance he may contact Ms. [redacted] directly at XXX-XXX-XXXX ext. [redacted] As it is our understanding that the resolution proposed met with his approval, we have closed our file.
We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] L. [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
1- TO SEARS- I am sorry this got this far. On July 2 I settled this matter with your rep [redacted] I also send a request to the Revdex.com to cancel this request. They must not have received my request or computers are responding for them, not humans.
2- TO Revdex.com- As I stated above I send you a request to cancel this matter on July 2 since I resolved this matter with Sears. Lets see if your system is computer generated or HUMANS STILL DO THERE JOBS. I AM REQUESTING THAT YOU RESPOND TO ME BY JULY 17 OR I WILL FILE A COMPLAINT AGAINST YOU, THE Revdex.com, WITH THE FCC, FEDERAL TRADE COMS AND WITH ANYONE ELSE THAT YOU ARE GOVERNED BY. WAITING....
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, however a $50 gift card does not satisfy our customer being without hot water for almost 2 weeks. I will never purchase an appliance from Sears EVER again for the plain and simple fact that their...
customer service is horrible- to make a family live without hot water for almost 2 weeks and not seeing the urgency in the matter. I understand the address confusion, but that's not what frustrates me.
November 15, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- Yvonne F[redacted] Dear [redacted] We have completed the...
investigation of Ms. F[redacted] complaint regarding her lease. First of all, we want to note that [redacted] It (WNLI) or [redacted] is an independent, third party entity and they administer the lease in question. However, they have provided the following information: “All of our marketing materials, Terms and Conditions and our lease agreement clearly lay out our program requirements. A copy of the lease agreement is provided at lease commencement and also is available to the customer in their online account. Our Lease program is not a finance or lease to own program. Rather, [redacted] purchases the merchandise on the customer’s behalf and leases the property to the customer for a required minimum term of five months. Upon completion of the initial lease term, customers have three options: (1) continue the lease on period-by-period basis by retaining possession of the property, in which case additional periodic payment(s) must be made in the same frequency and amount as during the initial term; (2) terminate the agreement by returning the property to us in good condition, fair wear and tear expected; or (3) call us to arrange a purchase of the leased item. WNLI has reviewed its records and concluded it properly administered the lease. So far, Ms. F[redacted] has not arranged for a purchase of the lease property nor did she return the leased items to WNLI. As such, she is subject to the terms of her lease and any further communications regarding this matter need to be directed to WNLI as we cannot assist. In light of the aforementioned information, we have closed our file. We apologize to Ms. F[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints [redacted]