January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and alleged failure to provide him with Shop Your Way Rewards points. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears. We value his patronage and can understand his frustration with the events he detailed in his complaint. We can also assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Senior Managers of Member Support Operations for Shop Your Way and Shop Your Way Promotions contacted Mr. [redacted] directly to discuss his concerns. At that time, Mr. [redacted] was informed that he won 51 times between 11/6/15-12/21/15 and was awarded [redacted] points. Mr. [redacted] emailed additional concerns about Shop Your Way points for purchases made with [redacted] and a Shop Your Way Brand order. Mr. [redacted]p purchase did not qualify to receive points, but points for the remaining concerns were awarded 12/27/15, 1/08/16, and 1/09/16. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the appropriate Shop Your Way Rewards points have been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Paul D. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer. First, we would like to...
apologize to Mr. [redacted] for failing his expectations in regard to a recently purchased washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted]’s complaint and the notes in our customer service and repair systems, we offered Mr. [redacted] another in-warranty exchange. Mr. [redacted] did not want the same washer and selected LG model LG [redacted]. The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, 2016. We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer. The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, 2017. With that said, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 9, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11959871 – Judy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request for a cancellation and refund. It is unfortunate if we failed Ms. [redacted]’ expectations as we value her patronage. Additionally, we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order, we found that Sears Online sent an email to Store General Manager Morris [redacted] with Unit 2156 on December 29, 2016. Accordingly, the store processed a refund of $493.86 on February 2, 2017. For Ms. [redacted]’ records the return receipt number is 021569094882. We apologize for any inconvenience and 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. Since we have confirmed that the store has issued a refund, 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
(The consumer indicated he/she DID NOT accept the response from the business.)While I appreciate the gesture of $100.00 for the ice that I have purchased everyday since July and the extended warranty. My refrigerator was not repaired on the last visit and an additional appointment has been set for October 17th for additional trouble-shooting. After which, parts will again be ordered and I will wait another three or four weeks for them to replace these parts. I called my local servicing agents in Pensacola to try to get a sooner appointment and they have failed to return my call. Customer service keeps stating that they have to replace four parts before they can replace the unit; how long should it take to accurately trouble-shoot and repair a unit?Again, on the last repair the technician replaced the coil and left before he even checked to see if it was cooling. It never did cool. I have since bought a used refrigerator because it looks like I have another 6-8 weeks before there is any resolution. This has been a horrible experience and the worst customer service I have ever experienced. I have been communicating with Sears customer service since my unit quit in July and it looks like it will be November before they make it right; if they do. It would seem that data collection would show all kinds of red flags here; poor customer service, long wait times for appointments, poor trouble-shooting skills and workmanship, and cost of failed repairs, and damaged relationships with customers. Please fix or replace my unit.
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 a gift...
certificate. We have added $10.00 worth of points onto Mr. [redacted] Shop Your Way Rewards account. These points are valid for one year from today’s date. Since this would fulfill the request Mr. [redacted] made, 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]
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 am opting to have the sensor repaired elsewhere and for Sears to cover up to $125 for the repair.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted] complaint regarding his online order.
After reviewing the complaint, we researched the order and found that Mr. [redacted] had previously been in contact with Online Solutions, Sears escalated complaint department. Online Solutions issued a full refund of $73.52 for the GI Base Camp Cot on June 26, 2015. The refund went back to Mr. [redacted] account ending in [redacted]. We apologize for any inconveniences Mr. [redacted] may have experienced with not receive the GI Base Camp Cot and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should Mr. [redacted] have any further questions or concerns, he may contact [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is partially satisfactory other than the fact that it is not correct that I agreed to a wait time when I canceled the original order. I was not even provided a wait time when I re-ordered the treadmill and I expected the one I saw with my own eyes at the store would be delivered to me within a few days. I did not find out about a wait time nor that the treadmill was no longer available until at least a week later when I had to take the initiative to inquire about my order because no one from Sears ever contacted me about it. I talked to several people over a period of two and a half hours trying to figure out what happened with the treadmill. Eventually, I learned it was no longer available and there was at least a wait time of around 3 weeks. All of what I went through is unacceptable. Sears used to be a great store but I will no longer do any business with it and I have several friends and family members who feel the same way.
Sincerely,
Rebecca [redacted]
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Brianna P[redacted]
Dear [redacted]
We have completed the investigation of Ms. P[redacted] complaint regarding her dissatisfaction that her grille failed too soon and...
that the repair was not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. P[redacted] may have experienced. We reviewed the service order and confirmed that the grille repair was completed on September 6, 2017. We contacted Ms. P[redacted] and apologized that the repair took longer than expected. For the inconvenience, we offered her a $100 refund on the purchase of the grill. Ms. P[redacted] requested an additional $20 for the propane tank refill. We agreed and offered a $120 refund on the grille. Ms. P[redacted] stated that she would discuss the offer with her husband and would contact us with her decision. If Ms. P[redacted] would like to accept our offer, she can contact me at ([redacted] or via email at [redacted] on or before October 20, 2017. In the interm, we have closed our file, pending a response from Ms. Peck.
We apologize to Ms. P[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]
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kynesha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to Daniel [redacted], Auto Center Manager for unit# 7509 who states the following:
I remember this vehicle in the shop. The drain plug came in stripped on the Ms. [redacted] 2003 Ford Explorer Sport Trac. I observed the badly stripped drain plug, at which point I check the vehicles’ repair history for previous service and found none. At this point, I instructed the technician to pull the vehicle off the rack, and the salesperson to call Ms. [redacted]. That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. Matthews’ complaint regarding her Recalled [redacted] washer. We understand that Ms....
[redacted] is upset that her 2014 [redacted] washer was recalled in November 2016. We would like to point out that Sears is not the manufacture of [redacted] products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November 2016. Sears did repair the [redacted] washer on June 18 2016 we have no other contact for service after this date so can only assume that this repair fixed the issue as we would expect a customer to contact Sears to inform us if a repair did not fix the appliance. Since the [redacted] washer has been recalled by the manufacture Ms. [redacted] will need to address her concerns with regarding past repair cost with [redacted] directly. We are not able to honor her request for a refund of the service completed on June 18, 2016 and have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Sara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the repeated service calls on her refrigerator and...
her request to receive a replacement at full comparable item value. We would like to clarify that for the current repair, Ms. [redacted] actually has two different coverages paying for the repair. When she was no longer covered under any full warranty from her manufacturer and her refrigerator failed last November, she purchased a Service Smart Agreement (SSA). The SSA covers any repairs up to $500.00, and if over that, or if it cannot be repaired, then the purchaser can request to receive up to $500.00 towards a covered replacement, $500.00 towards the repair (if it was over $500.00 and could be repaired) or they can receive a refund in full for the SSA, with nothing applied towards a replacement. She has had several repairs under the SSA, so the only way she would receive a refund for the contract, would be if she was approved for a replacement. Her other coverage is due to the fact that her refrigerator comes with a five year warranty on the sealed system. So any repairs to the sealed system, part and labor, are covered under that warranty. While our previous repairs under the SSA did not involve the sealed system, the current repair does. Under the exceptional parts warranty, if the sealed system cannot be repaired, then the consumer would receive a credit equal to the price of a comparable replacement towards a new refrigerator. So in the latter scenario, if in fact we could not repair the refrigerator, then Ms. [redacted] would receive her replacement credit under the exceptional parts warranty and would be able to select a refrigerator from Sears with that amount applied, and she could still then request a refund for the SSA since it would not be providing her with the replacement. This is only though if a replacement is deemed necessary due to the sealed system being found unrepairable. At this point, we have ordered parts to repair the refrigerator but it is our understanding Ms. [redacted] is currently on vacation. We need a chance to install those parts, and evaluate the repair, to see if it provides a long-term solution to this ongoing problem. As a courtesy, we would be willing to just authorize a replacement under the SSA, but this would not seem to be in Ms. [redacted]’s best interest since it would only provide her $500.00 towards what she says is an approximately $2500.00 refrigerator. We just need Ms. [redacted] to let us know when she is ready for us to install the parts that were sent, and if she contacts me, I will work with the service unit to expedite her repair as much as possible. In the interim, since we have explained the options available, and currently there is not one that would provide Ms. [redacted] with a comparable replacement at no cost to her, we have closed our file. We apologize to Mr. Borrego and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569503 - Clark [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay...
in refund process for Mr. [redacted], his father, cancelled order for a refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] and Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize that Mr. [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchase. Regrettably, online transactions cannot be processed with cash. When Mr. [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr. [redacted] case was a gift card. Our records indicate that the order was cancelled on August 10, 2015 and the gift card refund was issued on August 12, 2015. Our records further indicate that Mr. [redacted] and Mr. [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift card. We apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refund. Upon further investigation, the notes indicated that on August 23, 2015 the store notified our Online Customer Service that Mr. [redacted] had not received the gift card. We submitted for a cancellation of the gift card and on September 3, 2015 we processed another gift card that was shipped via UPS.
We contacted Ms. [redacted] and she confirmed that her father received the gift card. They contacted the store and we processed a cash refund for Mr. [redacted] in the amount of $587.40. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
August 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his returned sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we our records indicate that sears.com confirmed Mr. [redacted] return and issued refunds of $209.00 and $250.00 to his [redacted] ending in [redacted] on July 29, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [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]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as is. It was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for him. It was our understanding that he has the sheer pins and manual in his possession now. In regard to the key, all snow throwers have the key already in the unit at time of purchase. This snow thrower was no different and the customer took it home with the key. The power cord in question is not an item that comes with snow throwers. There are no snow throwers we sell that come with a power cord. It is recommended that the customer us a 3 prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer. Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outlet. If Mr. [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the store. for any question, he may call [redacted] during normal business hours. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
April 20, 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 the service on her washer. ...
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. Ms. [redacted] has selected a new washer and delivery is set. Ms. [redacted] has my direct contact number if she is still in need of assistance. Since it is our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in...
having her refrigerator repaired. We apologize that we overlooked responding to Ms. [redacted] issue since we did assist with this back in July. When we initially received her complaint the local service unit was able to move up her repair to July 11th. When she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigerator. Ms. [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
[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 service coverage under her Master Protection Agreement for her cook...
top. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing. It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Although the repairs are not covered under the MPA Ms. [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 1, 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 Sears Duct...
Cleaning. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Duct Cleaning to schedule an appointment. 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 forwarded her concerns to the appropriate management team for further review. It is our understanding that Ms. [redacted] was contacted by the Sears Duct Cleaning office to discuss her concerns. As a conciliatory gesture for failing her customer service expectations, Ms. [redacted] was offered a $25.00 gift card, which she accepted. With that said, since Ms. [redacted] indicated that she is satisfied with the outcome of her complaint, 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
January 19, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted]
Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and alleged failure to provide him with Shop Your Way Rewards points. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears. We value his patronage and can understand his frustration with the events he detailed in his complaint. We can also assure Mr. [redacted] that his concerns have been forwarded to management for review. As a result of this action, Senior Managers of Member Support Operations for Shop Your Way and Shop Your Way Promotions contacted Mr. [redacted] directly to discuss his concerns. At that time, Mr. [redacted] was informed that he won 51 times between 11/6/15-12/21/15 and was awarded [redacted] points. Mr. [redacted] emailed additional concerns about Shop Your Way points for purchases made with [redacted] and a Shop Your Way Brand order. Mr. [redacted]p purchase did not qualify to receive points, but points for the remaining concerns were awarded 12/27/15, 1/08/16, and 1/09/16. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted Mr. [redacted] comments and the appropriate Shop Your Way Rewards points have been provided. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist [redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Paul D. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer. First, we would like to...
apologize to Mr. [redacted] for failing his expectations in regard to a recently purchased washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. After reviewing Mr. [redacted]’s complaint and the notes in our customer service and repair systems, we offered Mr. [redacted] another in-warranty exchange. Mr. [redacted] did not want the same washer and selected LG model LG [redacted]. The exchange was processed on September 27, 2016, and the new washer was delivered on September 29, 2016. We have confirmed with our Protection Agreement department that the remaining MPA coverage has transferred to the new washer. The coverage will run concurrently with the manufacturer’s warranty and expire on September 30, 2017. With that said, since an equitable resolution has been provided for Mr. [redacted], we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
February 9, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 11959871 – Judy [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted]’ complaint regarding her recent online order...
experience and request for a cancellation and refund. It is unfortunate if we failed Ms. [redacted]’ expectations as we value her patronage. Additionally, we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the notes in the order, we found that Sears Online sent an email to Store General Manager Morris [redacted] with Unit 2156 on December 29, 2016. Accordingly, the store processed a refund of $493.86 on February 2, 2017. For Ms. [redacted]’ records the return receipt number is 021569094882. We apologize for any inconvenience and 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. Since we have confirmed that the store has issued a refund, 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
(The consumer indicated he/she DID NOT accept the response from the business.)While I appreciate the gesture of $100.00 for the ice that I have purchased everyday since July and the extended warranty. My refrigerator was not repaired on the last visit and an additional appointment has been set for October 17th for additional trouble-shooting. After which, parts will again be ordered and I will wait another three or four weeks for them to replace these parts. I called my local servicing agents in Pensacola to try to get a sooner appointment and they have failed to return my call. Customer service keeps stating that they have to replace four parts before they can replace the unit; how long should it take to accurately trouble-shoot and repair a unit?Again, on the last repair the technician replaced the coil and left before he even checked to see if it was cooling. It never did cool. I have since bought a used refrigerator because it looks like I have another 6-8 weeks before there is any resolution. This has been a horrible experience and the worst customer service I have ever experienced. I have been communicating with Sears customer service since my unit quit in July and it looks like it will be November before they make it right; if they do. It would seem that data collection would show all kinds of red flags here; poor customer service, long wait times for appointments, poor trouble-shooting skills and workmanship, and cost of failed repairs, and damaged relationships with customers. Please fix or replace my unit.
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 a gift...
certificate. We have added $10.00 worth of points onto Mr. [redacted] Shop Your Way Rewards account. These points are valid for one year from today’s date. Since this would fulfill the request Mr. [redacted] made, 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]
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 am opting to have the sensor repaired elsewhere and for Sears to cover up to $125 for the repair.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
July 7, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: [redacted] - [redacted]
Dear Ms. [redacted],
...
We have completed the investigation of Mr. [redacted] complaint regarding his online order.
After reviewing the complaint, we researched the order and found that Mr. [redacted] had previously been in contact with Online Solutions, Sears escalated complaint department. Online Solutions issued a full refund of $73.52 for the GI Base Camp Cot on June 26, 2015. The refund went back to Mr. [redacted] account ending in [redacted]. We apologize for any inconveniences Mr. [redacted] may have experienced with not receive the GI Base Camp Cot and can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Should Mr. [redacted] have any further questions or concerns, he may contact [redacted]. In the interim, we have noted Mr. [redacted] concerns and respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This resolution is partially satisfactory other than the fact that it is not correct that I agreed to a wait time when I canceled the original order. I was not even provided a wait time when I re-ordered the treadmill and I expected the one I saw with my own eyes at the store would be delivered to me within a few days. I did not find out about a wait time nor that the treadmill was no longer available until at least a week later when I had to take the initiative to inquire about my order because no one from Sears ever contacted me about it. I talked to several people over a period of two and a half hours trying to figure out what happened with the treadmill. Eventually, I learned it was no longer available and there was at least a wait time of around 3 weeks. All of what I went through is unacceptable. Sears used to be a great store but I will no longer do any business with it and I have several friends and family members who feel the same way.
Sincerely,
Rebecca [redacted]
October 5, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Brianna P[redacted]
Dear [redacted]
We have completed the investigation of Ms. P[redacted] complaint regarding her dissatisfaction that her grille failed too soon and...
that the repair was not completed in a timely manner.
Firstly we would like to apologize for the inconvenience and disappointment that Ms. P[redacted] may have experienced. We reviewed the service order and confirmed that the grille repair was completed on September 6, 2017. We contacted Ms. P[redacted] and apologized that the repair took longer than expected. For the inconvenience, we offered her a $100 refund on the purchase of the grill. Ms. P[redacted] requested an additional $20 for the propane tank refill. We agreed and offered a $120 refund on the grille. Ms. P[redacted] stated that she would discuss the offer with her husband and would contact us with her decision. If Ms. P[redacted] would like to accept our offer, she can contact me at ([redacted] or via email at [redacted] on or before October 20, 2017. In the interm, we have closed our file, pending a response from Ms. Peck.
We apologize to Ms. P[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]
November 28, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Kynesha [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her recent...
visit to one of our auto centers.
Upon receiving Ms. [redacted] complaint, we escalated her concerns to Daniel [redacted], Auto Center Manager for unit# 7509 who states the following:
I remember this vehicle in the shop. The drain plug came in stripped on the Ms. [redacted] 2003 Ford Explorer Sport Trac. I observed the badly stripped drain plug, at which point I check the vehicles’ repair history for previous service and found none. At this point, I instructed the technician to pull the vehicle off the rack, and the salesperson to call Ms. [redacted]. That being said, because we have addressed Ms. [redacted]’s complaint, we respectfully request this complaint be closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms[redacted] We have completed our investigation of Ms. Matthews’ complaint regarding her Recalled [redacted] washer. We understand that Ms....
[redacted] is upset that her 2014 [redacted] washer was recalled in November 2016. We would like to point out that Sears is not the manufacture of [redacted] products nor would we have been involved with the CPSC recall process and in fact were notified of the recall at the same time consumers were notified, November 2016. Sears did repair the [redacted] washer on June 18 2016 we have no other contact for service after this date so can only assume that this repair fixed the issue as we would expect a customer to contact Sears to inform us if a repair did not fix the appliance. Since the [redacted] washer has been recalled by the manufacture Ms. [redacted] will need to address her concerns with regarding past repair cost with [redacted] directly. We are not able to honor her request for a refund of the service completed on June 18, 2016 and have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
July 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Sara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the repeated service calls on her refrigerator and...
her request to receive a replacement at full comparable item value. We would like to clarify that for the current repair, Ms. [redacted] actually has two different coverages paying for the repair. When she was no longer covered under any full warranty from her manufacturer and her refrigerator failed last November, she purchased a Service Smart Agreement (SSA). The SSA covers any repairs up to $500.00, and if over that, or if it cannot be repaired, then the purchaser can request to receive up to $500.00 towards a covered replacement, $500.00 towards the repair (if it was over $500.00 and could be repaired) or they can receive a refund in full for the SSA, with nothing applied towards a replacement. She has had several repairs under the SSA, so the only way she would receive a refund for the contract, would be if she was approved for a replacement. Her other coverage is due to the fact that her refrigerator comes with a five year warranty on the sealed system. So any repairs to the sealed system, part and labor, are covered under that warranty. While our previous repairs under the SSA did not involve the sealed system, the current repair does. Under the exceptional parts warranty, if the sealed system cannot be repaired, then the consumer would receive a credit equal to the price of a comparable replacement towards a new refrigerator. So in the latter scenario, if in fact we could not repair the refrigerator, then Ms. [redacted] would receive her replacement credit under the exceptional parts warranty and would be able to select a refrigerator from Sears with that amount applied, and she could still then request a refund for the SSA since it would not be providing her with the replacement. This is only though if a replacement is deemed necessary due to the sealed system being found unrepairable. At this point, we have ordered parts to repair the refrigerator but it is our understanding Ms. [redacted] is currently on vacation. We need a chance to install those parts, and evaluate the repair, to see if it provides a long-term solution to this ongoing problem. As a courtesy, we would be willing to just authorize a replacement under the SSA, but this would not seem to be in Ms. [redacted]’s best interest since it would only provide her $500.00 towards what she says is an approximately $2500.00 refrigerator. We just need Ms. [redacted] to let us know when she is ready for us to install the parts that were sent, and if she contacts me, I will work with the service unit to expedite her repair as much as possible. In the interim, since we have explained the options available, and currently there is not one that would provide Ms. [redacted] with a comparable replacement at no cost to her, we have closed our file. We apologize to Mr. Borrego and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Be aware that I will be out of the office starting today and not returning until August 8, 2016. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
reimbursement made for replacement of door
September 22, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: # 94569503 - Clark [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the delay...
in refund process for Mr. [redacted], his father, cancelled order for a refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. [redacted] and Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that their complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
We apologize that Mr. [redacted] was not informed by the store associate that in order to place the online order for the refrigerator, his cash purchase would be transferred to a gift card purchase. Regrettably, online transactions cannot be processed with cash. When Mr. [redacted] cancelled the online order due to the delivery delay, our system will automatically issue a refund in the same method of payment; which in Mr. [redacted] case was a gift card. Our records indicate that the order was cancelled on August 10, 2015 and the gift card refund was issued on August 12, 2015. Our records further indicate that Mr. [redacted] and Mr. [redacted] called multiple times to inquire about the refund and requested a bank check instead of the gift card. We apologize that he was not informed that once the gift card was received, the store where the purchase was made would have to process the cash refund. Upon further investigation, the notes indicated that on August 23, 2015 the store notified our Online Customer Service that Mr. [redacted] had not received the gift card. We submitted for a cancellation of the gift card and on September 3, 2015 we processed another gift card that was shipped via UPS.
We contacted Ms. [redacted] and she confirmed that her father received the gift card. They contacted the store and we processed a cash refund for Mr. [redacted] in the amount of $587.40. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]4 direct
Matilda.[redacted]@searshc.com
August 8, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our...
customer service and non-receipt of a refund for his returned sears.com order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we our records indicate that sears.com confirmed Mr. [redacted] return and issued refunds of $209.00 and $250.00 to his [redacted] ending in [redacted] on July 29, 2016. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. We hope that in the future he will allow us the opportunity to provide him 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 Mr. [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]
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted]...
complaint regarding a recent purchase. District Manager [redacted] provided the following response: The Snow Thrower was purchased during liquidation and it was a floor model and sold as is. It was missing the manual and sheer pins as he notes, but we printed the manual and ordered the sheer pins for him. It was our understanding that he has the sheer pins and manual in his possession now. In regard to the key, all snow throwers have the key already in the unit at time of purchase. This snow thrower was no different and the customer took it home with the key. The power cord in question is not an item that comes with snow throwers. There are no snow throwers we sell that come with a power cord. It is recommended that the customer us a 3 prong extension cord for the electric start.The [redacted] Outlet in question we will be more than willing to refund for the customer. Unfortunately being in liquidation once an item is sold out we no long are replenishing them so a refund is the only option for the [redacted] outlet. If Mr. [redacted] wishes to return the [redacted] outlet, he must bring it in prior to the closing of the store. for any question, he may call [redacted] during normal business hours. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation Tell us why here...
April 20, 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 the service on her washer. ...
After reviewing the service history and discussing the issue with our service department we have authorized a replacement of the washer. Ms. [redacted] has selected a new washer and delivery is set. Ms. [redacted] has my direct contact number if she is still in need of assistance. Since it is our understanding that this resolution met with Ms. [redacted] approval, we have closed our file. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 12, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding the delay she encountered in...
having her refrigerator repaired. We apologize that we overlooked responding to Ms. [redacted] issue since we did assist with this back in July. When we initially received her complaint the local service unit was able to move up her repair to July 11th. When she contacted the Revdex.com again to indicate that the repair did not resolve the issue completely and she had now been scheduled into August for a return visit, we returned on July 27th and found there was one more area that needed to be resealed that was letting air into the refrigerator. Ms. [redacted] has not contacted us since then so it is our understanding that this finally corrected the issue with her refrigerator; as such, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.S[redacted]
[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 service coverage under her Master Protection Agreement for her cook...
top. It is not unusual to have a cooktop shatter and/or crack while it is being used and there are several situations where this can occur, all due to actions by the user without them ever realizing it. The most common situation is where there has been a stress fracture in the glass due to something being dropped on the cooktop such as a salt or herb shaker or setting a heavy pot down hard on the surface. Each of these actions can cause a stress fracture and at first it might appear that no damage is sustained but in reality there can be small stress fractures almost undetectable to the naked eye. With the expansion and contraction of the glass over time as the glass is heated and then cools, the glass can suddenly seem to fail. The second most common situation is when you have what is called “Boil Over”. This is a situation where the pot is allowed to boil over and make contact with a very hot burner therefore causing the cooktop to crack and or shatter, boil over can happen multiple times before the stress to the cooktop reaches the point of fracturing. It is also important to note that the pictures taken by the service technician show multiple incidents of Boil Over and pitting on the burner. This is due to improper use and maintenance and occurs over time and not all at once. Based on the pictures that were obtained by our technical assistance team while the service tech was in the home, our findings remain that the damage was due to improper usage and a lack of regular maintenance which is not covered under the terms and condition Section [redacted] Repair of any Covered Product which is damaged or malfunctioning due to causes beyond our control including, but not limited to, repairs necessitated by operator or owner negligence such as the failure to maintain the product according to the owner's manual instructions, improper installation, television burn-in, accidental damage, abuse, misuse, vandalism, theft, mold, mildew, rust or corrosion, animal or insect infestation, damage caused by lightning and other acts of nature. Although the repairs are not covered under the MPA Ms. [redacted] is entitled to a 25% discount on all non-covered repairs under the terms and conditions of the MPA but if she feels the MPA has no value for her she may cancel by contacting our Benefits department directly at [redacted] Since we have explained why repair of the cook top was not covered under the MPA we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 1, 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 Sears Duct...
Cleaning. It is regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Duct Cleaning to schedule an appointment. 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 forwarded her concerns to the appropriate management team for further review. It is our understanding that Ms. [redacted] was contacted by the Sears Duct Cleaning office to discuss her concerns. As a conciliatory gesture for failing her customer service expectations, Ms. [redacted] was offered a $25.00 gift card, which she accepted. With that said, since Ms. [redacted] indicated that she is satisfied with the outcome of her complaint, 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