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]
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding service under her Sears Home Warranty. We would like to...
point out that we received Ms. [redacted]’ complaint originally in November 2016 under the Revdex.com case # of [redacted] and a closure letter was submitted on December 7, 2016 stating the following: We would first like to point out that [redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. On receipt of Ms. [redacted]’s complaint we reached out to [redacted], we found that Ms. [redacted] did enroll in the Sears Appliance warranty when she called for service on her refrigerator on April 6, 2016. Our records also show that Ms. [redacted] contacted Sears on May 27, 2016 to check on the A/C maintenance check which she was not able to get done for 2016 since it was past the time period for this warranty. We have no records indicating that Ms. [redacted] requested to have her Sears Appliance warranty cancelled in May 2016 when she was first informed that she would not be able to schedule the A/C maintenance checkup. It is important to note that we show that our next contact with Ms. [redacted] was on August 15, 2016 for service on her microwave; the service on her microwave was completed under the Sears Appliance warranty on August 20, 2016. If Ms. [redacted] was upset and felt that she had been misled of the coverage of her Sears Appliance warranty the time to have addressed this matter was in May of 2016 when she was informed that the time window for the A/C yearly checkup had past and not 7 months after enrolling and 2 repair services completed under her Sears Appliance Warranty. We show that Ms. [redacted] is enrolled until April 2017 and she will be able to schedule an A/C checkup for this year, but if she still wishes to cancel the warranty she need only call [redacted] directly at [redacted]. Since we have addressed Ms. [redacted]’s complaint and are unable to honor her request for a full refund of all premiums paid on the Sears Appliance warranty we have closed our case. With that being said we have no record that Ms. [redacted] requested a winter furnace checkup when [redacted] attempted to contact her they were unable to leave a message as there was no voice mail. Since we do show service has been done not once but twice under the Sears Appliance warranty our reply remains the same, if Ms. [redacted] wishes to cancel the Sears Home warranty she will be responsible for the first service call as indicated when she enrolled in April of 2016. Ms. [redacted] need only contact [redacted] directly at [redacted] to have the home warranty cancelled. 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 [redacted] direct [redacted].L.[redacted]@searshc.com
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online...
order experience and request to receive the tool box she ordered or one of equal value. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mrs. [redacted] 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 complaint filed, we were able to speak with Mrs. [redacted] and offered a five drawer tool box that has the same original price. Mrs. [redacted] stated that she would think about it and get back to us as to whether she wants to wait on the back order or take the tool box that we offered. Should Mrs. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Mrs. [redacted] concerns and respectfully ask to have this matter closed, pending her decision. 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
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]8[redacted]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- John [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his patio furniture set....
As clarification, Mr. [redacted] manufacturer’s warranty specifically excludes rust from coverage. Furthermore, our return policy is valid for 30 days from the date of purchase. Since Mr. [redacted] purchase was made in April, we would not be able to grant his request to receive a refund or replacement. However, the manufacturer, [redacted], has agreed to try and resolve the matter amicably with him. If Mr. [redacted] would send pictures of his furniture to Mandy Carr at [redacted] or contact her by phone at ([redacted]) [redacted], she will discuss the matter with him further. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted] - Geri [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her refrigerator...
failed sooner than she expected.
We apologize that Ms. [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her refrigerator in October of 2013, and the full manufacturer's warranty expired a year later on November 5, 2014. She does still have an exceptional parts warranty in effect on the sealed system for 5 years and on the compressor only for an additional 5 years (total 10 years). We do not show that any repairs were ever completed by Sears while the refrigerator was under the full warranty. Ms. [redacted] mentions that there is a known issue the same as hers, and this is not accurate. To be specific, there is a known issue with a fan in the freezer compartment for models with a lower serial number than Ms. [redacted] (meaning those refrigerators were manufactured much earlier than the one she had before the issue was identified and fixed in the later models). In most cases, issues with the part surfaced very quickly while the refrigerator was still covered under warranty, and the manufacturer (LG) did provide one more year of coverage for repairs related to that issue. In Ms. [redacted] case, the fan assembly that needed replacing is located in a completely different area, and as we noted, her refrigerator is not even close to the serial number range of the models that had the affected part.
With that said, since there is not a large scale issue with the part that failed in Ms. [redacted] refrigerator, and also because the manufacturer has not indicated that it has provided any coverage for the repair we performed, we are unable to honor her request to receive a refund in full along with a 5 year warranty at no charge. If she is willing to scale back her expectations, we would be willing as an alternative to refund her for the labor fee of $212.00, leaving her only responsible for the part; a part we should mention that we also had to buy from the manufacturer. If Ms. [redacted] would like to accept this offer that we have made strictly as a courtesy simply because we understand how frustrating she must find the situation, particularly since the refrigerator was not that far outside the full warranty, she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at 512-[redacted]. I will need her full 16 digit Visa account number ending in 5537, though I do not need the security code or the expiration date, and once I have this I can process the promised compensation. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
April 27, 2015
[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 getting the repairs completed on her vacuum cleaner under...
her Master Protection Agreement (MPA).
Once we received Ms. [redacted] complaint I reached out to Ms. [redacted] confirmed she did have an MPA for her vacuum cleaner. Since she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairs. Once she returned to the store our carry-in repair decided to offer Ms. [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairs. Ms. [redacted] accepted this resolution and has her new vacuum cleaner. Since we have replaced Ms. [redacted]s vacuum cleaner and the resolution was acceptable to her 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]
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her chair. If...
Ms. [redacted] will contact TSY Services at (800) 585-9969 she should be able to receive a replacement chair if the screw is broken as she says. If that is not the case, I ask that she contact me via email at [redacted]@searshc.com during normal business shours and I will work with her to resolve. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@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,
Roy L[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears. [redacted], Operations...
Manager from the Woodbridge Sears, provided the following response: Mr. [redacted] came into our and returned the table saw and we issued him a full credit. That said, sales check [redacted] references a credit in the amount of $647.33. Since Mr. [redacted] has been provided with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE Ms. Tammie [redacted]? Tammie.[redacted]@searshc.com
sincerely,
Denise
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a recent...
purchase. As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not provided. Performance balance is part of installation and that must be selected. It says “tire balance amounting included.” There is also a cost reflected for this service. Since Mr. [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a result. However, as a courtesy we have issued a credit for $34.70 worth of points, which is half of the mounting fee to his SYWR account since approximately $44.00 used a portion of his points on the initial order. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Specialist, Regulatory Complaints[redacted]Email: [redacted].[redacted]@searshc.com Tell us why here...
August 22th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding...
your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
SHIP is unable to meet Ms. P[redacted] because of her travel schedule related to her work. The Revdex.com’s time constraint of response time and Ms. P[redacted] travel schedule will not allow SHIP to address the concern Ms. P[redacted] has. SHIP will be working with Ms. P[redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with her. SHIP will keep this file open internally and I will make sure we address Ms. P[redacted] HVAC concern.
We may not be able to address the Revdex.com with update letters as those updates would depend on Ms. P[redacted] availability. Therefore, at this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. P[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], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mrs. Carolyn P[redacted] Via: 1st Class Mail
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]:
We have completed the investigation of Ms. [redacted] complaint on behalf of her mother regarding her dissatisfaction with the...
performance of her washer and her request to return it after the 30-day return period.
We apologize if Ms. [redacted]r was misinformed that the washer will only fill ¼ of the way. The [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per load. Furthermore, the manual states that the consumer should use HE detergent. Also, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period.
We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted]r, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
Again, we apologize to Ms. [redacted]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was offered 94.50, so I have no idea where this 106.00 is coming from. And it wasn't for the battery it was a partial refund from the trampoline I bought from them like 2 months ago.. I appreciate their response, but I would appreciate the truth.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Monique M. C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]’ complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled Sears layaway order. It is unfortunate that we failed Ms. C[redacted]’ expectations when she recently used Sears layaway. 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 clarification, it appears that the address Ms. C[redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected. Our records show that after verification of the status of the check, Ms. C[redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th. We do empathize with Ms. C[redacted]’s situation and feel it is possible that both our store and Ms. C[redacted] were not aware of how these changes to her information might have delayed her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. C[redacted] will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. C[redacted]’s comments and the appropriate refund 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 G[redacted] Regulatory Complaint Specialist [redacted]
August 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience and...
request for a full refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found he had been in contact with Sears Social Media, Sears’ escalated complaint department. Social Media processed a gift card for $11.00 on July 27, 2016; therefore, Mr. [redacted] should receive it within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a new Gift Card has been processed, 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
July 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 Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return the bicycle purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. We would like to note that the return policy is listed online, it is posted in our stores, and a customer can ask an associate for details as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the bicycle on May 24, 2016, and then attempted to return the bicycle on July 6, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the bicycle is covered by the manufacturer’s one-year warranty for parts and labor to service the bicycle. The manual states, “If you have questions or need advice regarding assembly, parts, performance, or returns, please contact the experts at [redacted] Toll free: [redacted] Customer Service hours: Monday – Friday 8 AM- 5 PM Central Standard Time (CST); Web: [redacted]
Email: [redacted] Do not return this item to the store. Please call [redacted] customer service if you need assistance. You will need your model number and date code located on the service sticker near the bottom bracket area. See Section 7: Purchase Record for the location of the model number on your bicycle.” [redacted] might be able to resolve the issue for her over the phone when she describes the problem.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Nitin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase. ...
According to our records, Mr. [redacted] was awarded the points in question on July 22, 2016. We appreciate him taking the time to bring this matter to our attention. That said, we respectfully ask that this matter be considered closed as we have granted his request to receive the point she mentioned. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [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,
Amy M[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[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 Ms. [redacted]’ complaint regarding service under her Sears Home Warranty. We would like to...
point out that we received Ms. [redacted]’ complaint originally in November 2016 under the Revdex.com case # of [redacted] and a closure letter was submitted on December 7, 2016 stating the following: We would first like to point out that [redacted]) is the obligor of the Sears Home Services Home and Appliance Warranty Programs ([redacted] ** Programs), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’s contract. On receipt of Ms. [redacted]’s complaint we reached out to [redacted], we found that Ms. [redacted] did enroll in the Sears Appliance warranty when she called for service on her refrigerator on April 6, 2016. Our records also show that Ms. [redacted] contacted Sears on May 27, 2016 to check on the A/C maintenance check which she was not able to get done for 2016 since it was past the time period for this warranty. We have no records indicating that Ms. [redacted] requested to have her Sears Appliance warranty cancelled in May 2016 when she was first informed that she would not be able to schedule the A/C maintenance checkup. It is important to note that we show that our next contact with Ms. [redacted] was on August 15, 2016 for service on her microwave; the service on her microwave was completed under the Sears Appliance warranty on August 20, 2016. If Ms. [redacted] was upset and felt that she had been misled of the coverage of her Sears Appliance warranty the time to have addressed this matter was in May of 2016 when she was informed that the time window for the A/C yearly checkup had past and not 7 months after enrolling and 2 repair services completed under her Sears Appliance Warranty. We show that Ms. [redacted] is enrolled until April 2017 and she will be able to schedule an A/C checkup for this year, but if she still wishes to cancel the warranty she need only call [redacted] directly at [redacted]. Since we have addressed Ms. [redacted]’s complaint and are unable to honor her request for a full refund of all premiums paid on the Sears Appliance warranty we have closed our case. With that being said we have no record that Ms. [redacted] requested a winter furnace checkup when [redacted] attempted to contact her they were unable to leave a message as there was no voice mail. Since we do show service has been done not once but twice under the Sears Appliance warranty our reply remains the same, if Ms. [redacted] wishes to cancel the Sears Home warranty she will be responsible for the first service call as indicated when she enrolled in April of 2016. Ms. [redacted] need only contact [redacted] directly at [redacted] to have the home warranty cancelled. 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 [redacted] direct [redacted].L.[redacted]@searshc.com
February 22, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re[redacted] Dear Ms. [redacted] We have completed the investigation of Mrs. [redacted] complaint regarding her recent online...
order experience and request to receive the tool box she ordered or one of equal value. [redacted] Store General Manager for Unit [redacted] provided the following response: It is unfortunate that we failed Mrs. [redacted] 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 complaint filed, we were able to speak with Mrs. [redacted] and offered a five drawer tool box that has the same original price. Mrs. [redacted] stated that she would think about it and get back to us as to whether she wants to wait on the back order or take the tool box that we offered. Should Mrs. [redacted] have any questions, she may contact our store directly at [redacted]. In the interim, we have noted Mrs. [redacted] concerns and respectfully ask to have this matter closed, pending her decision. 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
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]8[redacted]
November 15, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted]- John [redacted] Dear Mrs. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his patio furniture set....
As clarification, Mr. [redacted] manufacturer’s warranty specifically excludes rust from coverage. Furthermore, our return policy is valid for 30 days from the date of purchase. Since Mr. [redacted] purchase was made in April, we would not be able to grant his request to receive a refund or replacement. However, the manufacturer, [redacted], has agreed to try and resolve the matter amicably with him. If Mr. [redacted] would send pictures of his furniture to Mandy Carr at [redacted] or contact her by phone at ([redacted]) [redacted], she will discuss the matter with him further. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie.[redacted]@searshc.com ([redacted]
September 16, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9456[redacted] - Geri [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction that her refrigerator...
failed sooner than she expected.
We apologize that Ms. [redacted] refrigerator failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer's warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from these practices many years ago. It is always the customer's choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased, the consumer would then have to bear the consequences of that decision.
In Ms. [redacted] case, she purchased her refrigerator in October of 2013, and the full manufacturer's warranty expired a year later on November 5, 2014. She does still have an exceptional parts warranty in effect on the sealed system for 5 years and on the compressor only for an additional 5 years (total 10 years). We do not show that any repairs were ever completed by Sears while the refrigerator was under the full warranty. Ms. [redacted] mentions that there is a known issue the same as hers, and this is not accurate. To be specific, there is a known issue with a fan in the freezer compartment for models with a lower serial number than Ms. [redacted] (meaning those refrigerators were manufactured much earlier than the one she had before the issue was identified and fixed in the later models). In most cases, issues with the part surfaced very quickly while the refrigerator was still covered under warranty, and the manufacturer (LG) did provide one more year of coverage for repairs related to that issue. In Ms. [redacted] case, the fan assembly that needed replacing is located in a completely different area, and as we noted, her refrigerator is not even close to the serial number range of the models that had the affected part.
With that said, since there is not a large scale issue with the part that failed in Ms. [redacted] refrigerator, and also because the manufacturer has not indicated that it has provided any coverage for the repair we performed, we are unable to honor her request to receive a refund in full along with a 5 year warranty at no charge. If she is willing to scale back her expectations, we would be willing as an alternative to refund her for the labor fee of $212.00, leaving her only responsible for the part; a part we should mention that we also had to buy from the manufacturer. If Ms. [redacted] would like to accept this offer that we have made strictly as a courtesy simply because we understand how frustrating she must find the situation, particularly since the refrigerator was not that far outside the full warranty, she is welcome to contact me via email at Dana.[redacted]@searshc.com or via phone at 512-[redacted]. I will need her full 16 digit Visa account number ending in 5537, though I do not need the security code or the expiration date, and once I have this I can process the promised compensation. In the interim, since we have proposed an equitable resolution commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
April 27, 2015
[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 getting the repairs completed on her vacuum cleaner under...
her Master Protection Agreement (MPA).
Once we received Ms. [redacted] complaint I reached out to Ms. [redacted] confirmed she did have an MPA for her vacuum cleaner. Since she had already picked up the unrepaired vacuum cleaner we did ask her to return it to the store for repairs. Once she returned to the store our carry-in repair decided to offer Ms. [redacted] a replacement under her MPA due to the confusions and delays she experienced with her previous repairs. Ms. [redacted] accepted this resolution and has her new vacuum cleaner. Since we have replaced Ms. [redacted]s vacuum cleaner and the resolution was acceptable to her 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]
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Judith [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her chair. If...
Ms. [redacted] will contact TSY Services at (800) 585-9969 she should be able to receive a replacement chair if the screw is broken as she says. If that is not the case, I ask that she contact me via email at [redacted]@searshc.com during normal business shours and I will work with her to resolve. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]@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,
Roy L[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of [redacted] complaint regarding a Craftsman saw purchased from Sears. [redacted], Operations...
Manager from the Woodbridge Sears, provided the following response: Mr. [redacted] came into our and returned the table saw and we issued him a full credit. That said, sales check [redacted] references a credit in the amount of $647.33. Since Mr. [redacted] has been provided with his desired resolution, we ask that this complaint be closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
THIS IS ALL I WAS ASKING FOR MAY I PLEASE HAVE A TRACKI9NG NUMBER FOR THIS PLEASE Ms. Tammie [redacted]? Tammie.[redacted]@searshc.com
sincerely,
Denise
August 31, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding a recent...
purchase. As clarification, our site says: “choose the services that are best for you.” Then the page has the consumer select “I would like my tires installed by Sears.” Under that, it says “you can add installation services below, if any.” : If you do not select this option, installation is not provided. Performance balance is part of installation and that must be selected. It says “tire balance amounting included.” There is also a cost reflected for this service. Since Mr. [redacted] did not select balance and mounting, he did not pay for installation when he initially checked out and we are not able to provide him with a refund for this charge as a result. However, as a courtesy we have issued a credit for $34.70 worth of points, which is half of the mounting fee to his SYWR account since approximately $44.00 used a portion of his points on the initial order. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted] Specialist, Regulatory Complaints[redacted]Email: [redacted].[redacted]@searshc.com Tell us why here...
August 22th, 2017
Revdex.com
Attn: [redacted] 330 North Wabash Ave., Ste 2006
Chicago, IL 60611
Our File No: [redacted] [redacted] Via: Revdex.com Website
Dear Ms. [redacted]
Thank you for contacting Sears Home Improvement Products (SHIP) regarding...
your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customer’s concern. SHIP is dedicated to its customers and to their overall satisfaction with any and all work performed by either SHIP or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.
SHIP is unable to meet Ms. P[redacted] because of her travel schedule related to her work. The Revdex.com’s time constraint of response time and Ms. P[redacted] travel schedule will not allow SHIP to address the concern Ms. P[redacted] has. SHIP will be working with Ms. P[redacted] to come to an amicable resolution with the member once her schedule allows for SHIP to set appointments with her. SHIP will keep this file open internally and I will make sure we address Ms. P[redacted] HVAC concern.
We may not be able to address the Revdex.com with update letters as those updates would depend on Ms. P[redacted] availability. Therefore, at this time, we respectfully request that you close your file. On behalf of SHIP please know that we value Ms. P[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], or via email at [redacted]@searshomepro.com.
Sincerely,
[redacted] SHIP/HI Regulatory Complaint Specialist
cc: Mrs. Carolyn P[redacted] Via: 1st Class Mail
June 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
Dear [redacted]:
We have completed the investigation of Ms. [redacted] complaint on behalf of her mother regarding her dissatisfaction with the...
performance of her washer and her request to return it after the 30-day return period.
We apologize if Ms. [redacted]r was misinformed that the washer will only fill ¼ of the way. The [redacted] washer that she purchased, model [redacted] is a high efficiency (HE) washer and the agitator uses sensing technology to adjust water levels per load. Furthermore, the manual states that the consumer should use HE detergent. Also, according to the trouble shooting section in the manual, it states that if the washer will not run or fill, then a possible cause is that the washer may be packed too tightly.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Our return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for details. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” Since Ms. [redacted] washer was delivered on April 13, 2016, and then attempted to return it on June 4, 2016, she was clearly over the 30-day “hassle-free” return period.
We would also note that most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. If we made an exception for Ms. [redacted]r, then we would have to make exceptions for everyone that had similar reasons, but may not be factual. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
Again, we apologize to Ms. [redacted]r and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because: I was offered 94.50, so I have no idea where this 106.00 is coming from. And it wasn't for the battery it was a partial refund from the trampoline I bought from them like 2 months ago.. I appreciate their response, but I would appreciate the truth.
Sincerely,
[redacted]
December 29, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted] – Monique M. C[redacted] Dear [redacted] We have completed the investigation of Ms. C[redacted]’ complaint regarding her dissatisfaction with our...
customer service and non-receipt of a refund for her cancelled Sears layaway order. It is unfortunate that we failed Ms. C[redacted]’ expectations when she recently used Sears layaway. 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 clarification, it appears that the address Ms. C[redacted] used when opening her layaway was invalid or that her address changed within the duration of her layaway, and this issue caused her check to be misdirected. Our records show that after verification of the status of the check, Ms. C[redacted] refund was finally reissued on October 3, 2017, and she confirmed receipt of the check on October 9th. We do empathize with Ms. C[redacted]’s situation and feel it is possible that both our store and Ms. C[redacted] were not aware of how these changes to her information might have delayed her refund. At this time, we can only reiterate that we truly regret any inconvenience she may have experienced. We hope that in the future Ms. C[redacted] will allow us the opportunity to provide her with a more satisfying example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. C[redacted]’s comments and the appropriate refund 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 G[redacted] Regulatory Complaint Specialist [redacted]
August 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Jose [redacted] Dear Ms[redacted] We have completed the investigation of Mr. [redacted]’ complaint regarding his recent online order experience and...
request for a full refund. It is unfortunate that we failed Mr. [redacted]’ expectations as we value his patronage. We can understand his frustration with the series of events noted in his complaint. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in the order, we found he had been in contact with Sears Social Media, Sears’ escalated complaint department. Social Media processed a gift card for $11.00 on July 27, 2016; therefore, Mr. [redacted] should receive it within 7 to 10 business days. Additionally, we hope that in the future Mr. [redacted] will allow us another opportunity to provide him with the type of customer service that we have built our reputation upon. In the interim, since a new Gift Card has been processed, 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
July 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 Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return the bicycle purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. We would like to note that the return policy is listed online, it is posted in our stores, and a customer can ask an associate for details as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the bicycle on May 24, 2016, and then attempted to return the bicycle on July 6, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the bicycle is covered by the manufacturer’s one-year warranty for parts and labor to service the bicycle. The manual states, “If you have questions or need advice regarding assembly, parts, performance, or returns, please contact the experts at [redacted] Toll free: [redacted] Customer Service hours: Monday – Friday 8 AM- 5 PM Central Standard Time (CST); Web: [redacted]
Email: [redacted] Do not return this item to the store. Please call [redacted] customer service if you need assistance. You will need your model number and date code located on the service sticker near the bottom bracket area. See Section 7: Purchase Record for the location of the model number on your bicycle.” [redacted] might be able to resolve the issue for her over the phone when she describes the problem.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 5, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Nitin [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding a recent purchase. ...
According to our records, Mr. [redacted] was awarded the points in question on July 22, 2016. We appreciate him taking the time to bring this matter to our attention. That said, we respectfully ask that this matter be considered closed as we have granted his request to receive the point she mentioned. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [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,
Amy M[redacted]