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,
Carrie D[redacted]
Complaint: [redacted]
I am rejecting this response because:I have to be a bit more persistent in that the attitude and the manner in which the employees spoke were poor. Nothing will be "noted" to improve the service of their outsourcing of call service center. The resistance I met from that staff was explicitly difficult. They were not going to escalate and seem to not understand their position of service. It will be highly unlikely I shop with Sears in the future with the manner in which my patronage was treated.
Sincerely,
Eva H[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,
Zhengqiang [redacted]
July 14, 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] rebuttal to our previous response. Mr. [redacted] is correct; a diagnostic fee would be charged if the repair is not completed and this is made clear when a cash call appointment is made. However, when the estimate is accepted, there is no separate diagnostic fee charged. The repair is broken down into two parts; the cost of parts and the cost of labor to complete the repair. Mr. [redacted] was not charged a diagnostic fee in addition to the labor cost to repair his tractor; the labor cost of $237.00 was to clean the carburetor and replace the solenoid; there is no breakdown for a diagnostic fee. See below - Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price Code Rel Subcom [redacted] Carb Clean, Mfg Debris 06 22 208.00 ** * [redacted] Solenoid Rep/Repl 06 22 29.00 ** * Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Additional info Subtotal 32.42 237.00 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon 58 (% ) 0.00 0.00 Associate (% ) 0.00 0.00 Net 32.42 237.00 Allowance: 0.00 Tax 3.73 27.26 Tax Exempt # Pre-paid amount 0.00 Grand total 36.15 264.26 Total 300.41 Payment DD Acct [redacted] Exp Auth 0[redacted] Amount 300.41 Again, we will not be refunding Mr. [redacted] for the diagnostic fee as no promise was ever made to do so. However, he can accept the previously offered $40.00 credit by sending an email to [redacted]. As this decision is final and commensurate to the circumstances, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 15, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Carol L. R[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. R[redacted] complaint regarding her recent online order experience...
and her request for a refund of order number [redacted] We would first like to apologize for any inconvenience Ms. R[redacted] may have experienced with her order. After researching this further, we found that order number [redacted] was her new order which has been received. The first order number [redacted] was canceled and refunded on February 28, 2018. For Ms. R[redacted] records the return receipt number is [redacted] A credit of $506.38 was issued back to the [redacted] account ending in [redacted] Additionally, we hope that in the future Ms. R[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. R[redacted] concerns and 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 C[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]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of an item she ordered from kmart.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we provided Ms. [redacted] with a $10.00 eGift card and sent an email directly to her on February 6, 2017, to inform her that we attempted to cancel the remaining item from her order, but our store advised that she had already picked it up. Ms. [redacted] may reply to our email if she has any further questions about this issue or 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 she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable 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]
December 2, 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 her request to have a refund check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. Using the information Ms. [redacted] provided, we were able to locate her refund check, cancel and reissue it on December 2, 2016. Ms. [redacted] has been asked to allow 15 business days for her check to arrive at the address she provided. We truly regret any inconvenience Ms. [redacted] may have experienced and can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have noted Ms. [redacted] comments and the requested resolution has been provided, we 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 [redacted]
January 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to exchange a gift she received after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] mother-in-law was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. However, for the Christmas season we extended the return policy to accommodate gift returns. Items purchased from November 1, 2016 through December 24, 2016 could be returned through January 31, 2017.
With that being said, the Kmart 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 the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms. [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. 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 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 1, 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. and Mrs. [redacted] complaint regarding their dissatisfaction with the...
delay in receiving the credit for the return of wall oven.
Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experienced. We want to assure the [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 reviewed the delivery and service order notes related to the wall oven. According to our records, we confirmed that the wall oven was picked up for a return on July 2, 2016. As clarification, when a returned item is received at our warehouse the system automatically issues the refund. Regrettably, the system did not recognize the return receipt number as a pick up. When the oven exchange was processed in April 2016 it was issued on salescheck number [redacted] When the [redacted] requested to return the item a new salescheck number should have been processed for the return but the same salescheck number was mistakenly used. On July 20, 2016 Ms[redacted] called to check the status of her return, the associate researched and found a credit of $662.50 dated July 9, 2015. We apologize that our associate misinformed Ms[redacted] that the refund had been processed since she did not notice that credit was issued in 2015, not 2016. Ms[redacted] continued to call to inquire about the refund and on July 28, 2016 a credit research was issued and it was confirmed that the credit for the return had not been issued. On August 1, 2016 we manually issued the [redacted] a credit of $2,382.07 on salescheck number [redacted] to their credit card ending in [redacted] The credit should post to their account within 5 business days. With that being said, since we have addressed the issue brought forth in Mr. and Mrs. [redacted] complaint, we have closed our file
We apologize to the [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
Sears Holdings Corporation
[redacted]
October 14, 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 the results...
of an exchange of some Craftsman tools at his local Sears Hometown Store. It is unfortunate that Sears Hometown Store failed Mr. [redacted] expectations when he recently requested to have some of his Craftsman hand tools exchanged under warranty. We value Mr. [redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted], Manager for Sears Hometown Store number [redacted], contacted Mr. [redacted] in reference to his complaint. [redacted] has remained in contact with Mr. [redacted] reordered the tools he did not receive, and plans to continue attempts to locate a ¼ in chisel to complete his exchange. Mr. [redacted] is welcome to contact [redacted] directly at [redacted] if he has any questions or concerns about this process or the order [redacted] has placed for him. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We respectfully ask to have this matter closed pending the completion of Mr. [redacted] exchange, since we have noted his comments and the requested resolution has been proposed. 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]
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding non-receipt of a refund for a chair...
he returned to Sears. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Mr. [redacted] refund of $342.16 was reissued to his credit account ending in [redacted] on February 17, 2016. As Mr. [redacted] states in his letter, a restocking fee was assessed from his original purchase amount in accordance with our return policy which specifically states that “A 15% processing/restocking fee is charged for returned mattresses, foundations, assembled/upholstered indoor furniture, water heaters, and built-in home appliances.” At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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, 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 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, [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.
[redacted] and [redacted] did a great job resolving this issue!!
Thank you,
[redacted]
June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair and his...
request to have the unit replaced. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. While we empathize with Mr. [redacted], he does not qualify for a replacement washer. As clarification, the Service Smart Agreement (SSA) that Mr. [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $500.00 per repair; there is no limitation on the number of repairs. It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered. Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $500.00 for the repair of the appliance or accept $500.00 in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Mr. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem his washer un-repairable. The second and last repair was completed on June 20, 2016. While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks. This is in addition to the $50.00 in Shop Your Way Reward points Mr. [redacted] was provided on June 8, 2016, by Protection Agreement department. In summary, since we have explained why Mr. [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding...
her recent order. We have spoken with Ms. [redacted] and she indicated that she has returned the merchandise to her local store location for a refund. As a gesture of goodwill, we offered to add $25.00 worth of points to Ms. [redacted] account and she accepted. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
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,
Olen M[redacted]
February 7, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Barbara L. W[redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. W[redacted] complaint regarding her water heater. Ms. W[redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installation. While the terms of Ms. W[redacted]’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contract. As far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years since. It is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codes. According to our records. A permit was even pulled for this installation on Jun 11, 2013 with the [redacted] Department. As such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide for. Unfortunately, the invoice Ms. W[redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained to. That said, we are willing to apply the approximate labor fee we would charge for the same parts replacement. In total, we are willing to send Ms. W[redacted]on a check for $560.00. All we need to know is the mailing address so we may process. We apologize to Ms. W[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Sean C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon researching Mr. [redacted]’s concerns, we found that he was authorized for a replacement on October 3, 2016. While he was originally authorized $800.00 towards a new washer from Sears, my office increased the amount to $1,000.00. Additionally, we have processed a $100.00 check to assist Mr. [redacted] with any out-of-pocket laundry expenses he may have occurred during the attempted repair of his washer. He can expect to receive the check in the next 10 to 14 days. Additionally, my office will monitor the delivery of Mr. [redacted]’s new washer to ensure that the remaining MPA coverage transfers to the new unit. With that said, since an equitable resolution is being 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
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,
Susan [redacted] Finally I got a rapid response and great service from the technician. Thank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the 800 calls.
[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 the installation of an oven from Sears. [redacted] Sears Installation...
Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when issues arose regarding the installation of his oven. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have processed a $75.00 bank check which should be received in the next 10-14 days to reimburse partial installation charges. The oven has been checked by Sears Home Services and is operating as designed. Since we have noted the actions taken to resolve Mr. [redacted] concerns, 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]
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,
Carrie D[redacted]
Complaint: [redacted]
I am rejecting this response because:I have to be a bit more persistent in that the attitude and the manner in which the employees spoke were poor. Nothing will be "noted" to improve the service of their outsourcing of call service center. The resistance I met from that staff was explicitly difficult. They were not going to escalate and seem to not understand their position of service. It will be highly unlikely I shop with Sears in the future with the manner in which my patronage was treated.
Sincerely,
Eva H[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,
Zhengqiang [redacted]
July 14, 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] rebuttal to our previous response. Mr. [redacted] is correct; a diagnostic fee would be charged if the repair is not completed and this is made clear when a cash call appointment is made. However, when the estimate is accepted, there is no separate diagnostic fee charged. The repair is broken down into two parts; the cost of parts and the cost of labor to complete the repair. Mr. [redacted] was not charged a diagnostic fee in addition to the labor cost to repair his tractor; the labor cost of $237.00 was to clean the carburetor and replace the solenoid; there is no breakdown for a diagnostic fee. See below - Customer : [redacted] Mdse code: [redacted] Service order # : [redacted] Job Code Job Code Description Call Date Price Code Rel Subcom [redacted] Carb Clean, Mfg Debris 06 22 208.00 ** * [redacted] Solenoid Rep/Repl 06 22 29.00 ** * Customer : [redacted] Coverage : CC Customer Charge Service order # : [redacted] Parts Service Additional info Subtotal 32.42 237.00 Prepaid : Disc 57 (% ) 0.00 0.00 Adjustment : Coupon 58 (% ) 0.00 0.00 Associate (% ) 0.00 0.00 Net 32.42 237.00 Allowance: 0.00 Tax 3.73 27.26 Tax Exempt # Pre-paid amount 0.00 Grand total 36.15 264.26 Total 300.41 Payment DD Acct [redacted] Exp Auth 0[redacted] Amount 300.41 Again, we will not be refunding Mr. [redacted] for the diagnostic fee as no promise was ever made to do so. However, he can accept the previously offered $40.00 credit by sending an email to [redacted]. As this decision is final and commensurate to the circumstances, we have closed our file. Again, we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
March 15, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Carol L. R[redacted] Dear Ms. [redacted] We have completed the investigation of Ms. R[redacted] complaint regarding her recent online order experience...
and her request for a refund of order number [redacted] We would first like to apologize for any inconvenience Ms. R[redacted] may have experienced with her order. After researching this further, we found that order number [redacted] was her new order which has been received. The first order number [redacted] was canceled and refunded on February 28, 2018. For Ms. R[redacted] records the return receipt number is [redacted] A credit of $506.38 was issued back to the [redacted] account ending in [redacted] Additionally, we hope that in the future Ms. R[redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. In the interim, we have noted Ms. R[redacted] concerns and 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 C[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]
February 24, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our...
customer service and non-receipt of an item she ordered from kmart.com. It is unfortunate that we failed Ms. [redacted] expectations when she recently placed an order with Kmart. We value her patronage and can understand her frustration with the events detailed in her letter. Her concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we provided Ms. [redacted] with a $10.00 eGift card and sent an email directly to her on February 6, 2017, to inform her that we attempted to cancel the remaining item from her order, but our store advised that she had already picked it up. Ms. [redacted] may reply to our email if she has any further questions about this issue or 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 she will allow us the opportunity to provide her with a better example of the type of customer service that we have built our reputation upon, but we would understand if this is not possible. We respectfully ask to have this matter closed since we have noted Ms. [redacted] comments and an equitable 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]
December 2, 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 her request to have a refund check reissued. It is unfortunate that we failed Ms. [redacted] expectations when she recently requested assistance from Sears. We value her patronage and can understand her frustration with the events detailed in her complaint. Using the information Ms. [redacted] provided, we were able to locate her refund check, cancel and reissue it on December 2, 2016. Ms. [redacted] has been asked to allow 15 business days for her check to arrive at the address she provided. We truly regret any inconvenience Ms. [redacted] may have experienced and can assure her that her concerns have been forwarded to management for review so that future problems of this nature can be averted. Since we have noted Ms. [redacted] comments and the requested resolution has been provided, we 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 [redacted]
January 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted...
to exchange a gift she received after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. The copy of the receipt that Ms. [redacted] mother-in-law was provided clearly states the following: Receipt dated within 30 days required for most returns & exchanges. See Service Desk or Kmart.com for complete policy & exceptions. However, for the Christmas season we extended the return policy to accommodate gift returns. Items purchased from November 1, 2016 through December 24, 2016 could be returned through January 31, 2017.
With that being said, the Kmart 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 the set of dishes were purchased on October 5, 2016, the purchase does not qualify for the Christmas extended return policy period; and Ms. [redacted] attempted to exchange/return them on January 7, 2017, she was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. It would not be fair to make an exception for Ms. [redacted], when no one else has received one. Ms. [redacted] indicated that she was not offered an option for an in-store credit, but that is precisely what we mean when we say we are not making exceptions. 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 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 1, 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. and Mrs. [redacted] complaint regarding their dissatisfaction with the...
delay in receiving the credit for the return of wall oven.
Firstly we would like to apologize for the inconvenience and disappointment that the [redacted] may have experienced. We want to assure the [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 reviewed the delivery and service order notes related to the wall oven. According to our records, we confirmed that the wall oven was picked up for a return on July 2, 2016. As clarification, when a returned item is received at our warehouse the system automatically issues the refund. Regrettably, the system did not recognize the return receipt number as a pick up. When the oven exchange was processed in April 2016 it was issued on salescheck number [redacted] When the [redacted] requested to return the item a new salescheck number should have been processed for the return but the same salescheck number was mistakenly used. On July 20, 2016 Ms[redacted] called to check the status of her return, the associate researched and found a credit of $662.50 dated July 9, 2015. We apologize that our associate misinformed Ms[redacted] that the refund had been processed since she did not notice that credit was issued in 2015, not 2016. Ms[redacted] continued to call to inquire about the refund and on July 28, 2016 a credit research was issued and it was confirmed that the credit for the return had not been issued. On August 1, 2016 we manually issued the [redacted] a credit of $2,382.07 on salescheck number [redacted] to their credit card ending in [redacted] The credit should post to their account within 5 business days. With that being said, since we have addressed the issue brought forth in Mr. and Mrs. [redacted] complaint, we have closed our file
We apologize to the [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
Sears Holdings Corporation
[redacted]
October 14, 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 the results...
of an exchange of some Craftsman tools at his local Sears Hometown Store. It is unfortunate that Sears Hometown Store failed Mr. [redacted] expectations when he recently requested to have some of his Craftsman hand tools exchanged under warranty. We value Mr. [redacted] patronage and can understand his frustration with the events detailed in his complaint. We can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, [redacted], Manager for Sears Hometown Store number [redacted], contacted Mr. [redacted] in reference to his complaint. [redacted] has remained in contact with Mr. [redacted] reordered the tools he did not receive, and plans to continue attempts to locate a ¼ in chisel to complete his exchange. Mr. [redacted] is welcome to contact [redacted] directly at [redacted] if he has any questions or concerns about this process or the order [redacted] has placed for him. At this time, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. We respectfully ask to have this matter closed pending the completion of Mr. [redacted] exchange, since we have noted his comments and the requested resolution has been proposed. 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]
February 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding non-receipt of a refund for a chair...
he returned to Sears. It is unfortunate that we failed Mr. [redacted] expectations when he recently visited our Sears Store. We value his patronage and can understand his frustration with the events detailed in his complaint. We regret that this incident occurred, and we can assure Mr. [redacted] that his concerns have been forwarded to management for review so that future problems of this nature can be averted. Additionally, we confirmed that Mr. [redacted] refund of $342.16 was reissued to his credit account ending in [redacted] on February 17, 2016. As Mr. [redacted] states in his letter, a restocking fee was assessed from his original purchase amount in accordance with our return policy which specifically states that “A 15% processing/restocking fee is charged for returned mattresses, foundations, assembled/upholstered indoor furniture, water heaters, and built-in home appliances.” At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. 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, 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 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, [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.
[redacted] and [redacted] did a great job resolving this issue!!
Thank you,
[redacted]
June 21, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his washer repair and his...
request to have the unit replaced. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. While we empathize with Mr. [redacted], he does not qualify for a replacement washer. As clarification, the Service Smart Agreement (SSA) that Mr. [redacted] purchased for his washer on May 6, 2016, is a repair agreement that provides repairs for one year, with a coverage cap of $500.00 per repair; there is no limitation on the number of repairs. It is the only agreement available for certain non-functioning appliances and has strict guidelines as to when a replacement will be offered. Under the SSA, if a repair in any single service call exceeds $500.00, the consumer may choose to pay the amount over the $500.00 for the repair of the appliance or accept $500.00 in credit (maximum amount allowed) towards a replacement from Sears. However, if neither of these options is accepted, the consumer can cancel the coverage for a full refund of the purchase price of the contract. In Mr. [redacted] case, no repair exceeded $500.00 nor did a Sears technician deem his washer un-repairable. The second and last repair was completed on June 20, 2016. While a replacement is currently not an option, as a one-time courtesy, we have processed a laundry reimbursement check for $100.00, which should be received in the next two weeks. This is in addition to the $50.00 in Shop Your Way Reward points Mr. [redacted] was provided on June 8, 2016, by Protection Agreement department. In summary, since we have explained why Mr. [redacted] has not been offered a replacement, and issued the aforementioned concessions, 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
January 10, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding...
her recent order. We have spoken with Ms. [redacted] and she indicated that she has returned the merchandise to her local store location for a refund. As a gesture of goodwill, we offered to add $25.00 worth of points to Ms. [redacted] account and she accepted. In light of the aforementioned information, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,[redacted]Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tell us why here...
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,
Olen M[redacted]
February 7, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Barbara L. W[redacted] Dear Ms. [redacted] We have completed the investigation...
of Ms. W[redacted] complaint regarding her water heater. Ms. W[redacted] has provided a copy of her plumber’s invoice as well as pictures of the alleged issue with the installation. While the terms of Ms. W[redacted]’ service contract do not provide for reimbursement for service provided by a third party, the appointment time frame she was given is longer than usual and as such, we would be willing to consider issuing reimbursement for services covered under her contract. As far as the installation is concerned, our installation service is only guaranteed for one year and we have no way of knowing what has been done to the item or setup in the years since. It is our policy that the contractors we use for installation follow manufacturer’s guidelines as well as local building/plumbing codes. According to our records. A permit was even pulled for this installation on Jun 11, 2013 with the [redacted] Department. As such, we will not be offering to reimburse any of the cost associated with anything beyond the labor and parts costs related to the replacement of the defective parts, which is what her service contract would provide for. Unfortunately, the invoice Ms. W[redacted] supplied does not have a detailed breakdown of the labor fees assessed as to what they pertained to. That said, we are willing to apply the approximate labor fee we would charge for the same parts replacement. In total, we are willing to send Ms. W[redacted]on a check for $560.00. All we need to know is the mailing address so we may process. We apologize to Ms. W[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie S[redacted] Specialist, Regulatory Complaints Email: Tammie.S[redacted]
October 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Sean C. [redacted] - # [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon researching Mr. [redacted]’s concerns, we found that he was authorized for a replacement on October 3, 2016. While he was originally authorized $800.00 towards a new washer from Sears, my office increased the amount to $1,000.00. Additionally, we have processed a $100.00 check to assist Mr. [redacted] with any out-of-pocket laundry expenses he may have occurred during the attempted repair of his washer. He can expect to receive the check in the next 10 to 14 days. Additionally, my office will monitor the delivery of Mr. [redacted]’s new washer to ensure that the remaining MPA coverage transfers to the new unit. With that said, since an equitable resolution is being 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
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,
Susan [redacted] Finally I got a rapid response and great service from the technician. Thank you Betty [redacted] and John the technician!! Sears should let Betty lead a customer service seminar for the people who answer the 800 calls.
[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 the installation of an oven from Sears. [redacted] Sears Installation...
Solutions Customer Advocate provided the following response: It is unfortunate that we failed Mr. [redacted] expectations when issues arose regarding the installation of his oven. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that we failed to meet his expectations. We hope that Mr. [redacted] will allow us another opportunity in the future to provide him with the type of customer service that Sears has built our reputation upon, but we would understand if this is not possible. We have processed a $75.00 bank check which should be received in the next 10-14 days to reimburse partial installation charges. The oven has been checked by Sears Home Services and is operating as designed. Since we have noted the actions taken to resolve Mr. [redacted] concerns, 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]