November 3, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and the cost
of...
the pool she placed on layaway.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart layaway. We value her patronage and
can understand her frustration with the events detailed in her complaint. We can
assure Ms. [redacted] that her concerns have been forwarded to management for
review so that future problems of this nature can be averted. As clarification, the 12-week layaway option is
available only on in-store purchases of $300.00 or more. Kmart does not offer the option to switch
from one length of layaway to another. Additionally,
there is a $10.00 cancellation fee for 8 week layaways, and a $20.00
cancellation fee for 12 week layaways. All
layaways are subject to the $5 service fee.
Therefore, the $15.00 fee assessed from Ms. [redacted] layaway refund was
the correct total of the $10.00 cancellation fee and the $5.00 layaway
fee. The assessment of layaway fees is
an automatic process that cannot be stopped or altered by our associates. With that having been said, [redacted],
Manager for Kmart Store number [redacted], contacted Ms. [redacted] on October 29,
2015, to inform her that the price of the pool she placed on layaway has been adjusted
to $180.00 and $15.00 was credited her account as she requested. Ms. [redacted] accepted this resolution and indicated
that it met with her approval. We regret
any inconvenience Ms. [redacted] may have experienced and apologize for any
misinformation she may have received about our layaway process. Since the requested resolution has been
provided, we have closed our file regarding this matter.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 18, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carol J[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. J[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. J[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. J[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. J[redacted] for any inconvenience we may have caused. Upon researching Ms. J[redacted] complaint, we found that she was assisted by Nia R[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. R[redacted] worked with the local service unit to obtain sooner service. Unfortunately, another appointment was required to resolve the issue with Ms. J[redacted] refrigerator; the compressor and condenser were replaced on January 9, 2018. As a conciliatory gesture, Ms. R[redacted] extended Ms. J[redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, 2019. If Ms. J[redacted] has any further questions or concerns, she can reach Ms. R[redacted] at ([redacted], extension **. In the interim, since we have documented Ms. J[redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file. Again, we apologize to Ms. J[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of...
her refrigerator. Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] contacted her to discuss her concerns regarding the credit. [redacted] offered to issue the $200 credit on the purchase of her refrigerator and [redacted] accepted the offer. On April 6, 2016 [redacted] processed the $200.00 credit to [redacted]’* Sears credit card. The credit should post to her account within 3 -5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 4, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. [redacted] case, our records show that she called customer service on June 06, 2017 to report that stitching on her mattress is comping apart. Customer service requested pictures from Ms. [redacted]. Once the pictures were reviewed, Ms. [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was denied. We would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress set. Since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: 512.248.7905 imx integrated member experience
Initial Business Response /* (1000, 12, 2015/07/10) */
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - David [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling service for his washer.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a washer repair. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted]'s complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr. [redacted]'s concerns. Ms. Cunningham researched and confirmed that the washer repair was completed on June 29, 2015. On July 7, 2015, she contacted Mr. [redacted] to follow up on the washer repair. Mr. [redacted] confirmed that the washer is working fine. Since he was without a washer for two months, Mr. [redacted] requested laundry reimbursement. We offered him $150.00 reimbursement and he accepted the offer. Mr. [redacted] should receive the bank check within 10 business days. With that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr. [redacted]'s approval, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you for your help. When the tech came back he installed all the parts he ordered and the washer still did not work. He made a special trip to pick up additional parts and the washer is working great now. I do feel Sears has to adjust there MAX for washer reinversiment. Have you been to a laundry mat lately. The prices are out of control. Thank you for your help.
September 6, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Susan [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’...
complaint regarding a recent purchase. Store Manager Chad Carlin provided the following response: We have provided the necessary parts to Ms. [redacted] in order resolve this issue. We want to apologize sincerely for the delay. When Ms. [redacted] was provided with the parts, she indicated that this was satisfactory to her. However, Ms. [redacted] may contact me (Chad) during normal business hours at ([redacted]) [redacted]-[redacted] if she has any further questions. 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,Tammie [redacted] Specialist, Regulatory Complaints Tell us why here...
May 3, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Senior District Service Manager who states that [redacted] was contacted and her complaint was discussed. The 4th tire has arrived and ready for installation. [redacted] will be coming to the auto center to have this done and is satisfied. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
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] Yu
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]
July 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]6 - Stephen [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges he was informed of relating to an estimate to repair...
his microwave.
We would first like to clarify that when we checked online, it showed the minimum trip/diagnostic fee for a built-in microwave oven to be $99.00 and not $89.00 as Mr. [redacted] references. We then thought maybe he had looked at just the prices for a countertop microwave but since we do not provide in-home repair for those types of units, there was not a selection from the dropdown menu for just microwave.
As far as the actual service is concerned, we are unsure as to what the $249.00 fee entailed. If in fact the technician discovered that parts were not available, and removing the board and sending it out for a repair was not an option (which is not uncommon with products not covered under a warranty as the additional liability of losing or damaging the part in transit is something that many businesses do not wish to take on) then normally the only fee that would assessed would be the minimum trip/diagnostic fee of $99.00. Mr. [redacted] says we should have known in advance that parts were not available, but the fact is that until we know what the problem is, we would not know what parts are needed. In the case of built-in ovens and microwaves, the electronic control board can be hard to source as new after several years, but many other parts are still available.
While Mr. [redacted] is asking for at least a refund of $10.00, but would really like a full refund of $99.00, our records do not show that we were ever paid for the call. When we have instances of a refusal to pay, we then generally send a bill from our billing department to collect the monies owed to us. However, we do not show that a bill was ever sent to Mr. [redacted] and/or that one was paid. With that said, while we do feel the $99.00 fee is accurate and valid, as a one-time courtesy we are willing to waive collecting this fee and have noted this on his record. If Mr. [redacted] receives any calls or correspondence related to this debt dated after today, then he is welcome to contact me via phone or email so that I may assist on his behalf. In the interim, since we have essentially honored Mr. [redacted]'s request by providing our diagnostic services at no charge, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
November 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mrs. Kim L. [redacted] Dear Ms. [redacted] We have completed our review of Mrs. [redacted] rebuttal complaint regarding the rims she purchased from [redacted] and her request to return the merchandise. After reviewing the rebuttal, we reached out to the seller on Mrs. [redacted] behalf. Fortunately, the seller agreed to work with Mrs. [redacted] towards a resolution. According to Mr. Russ he was able to get the manufacturer to accept the return of the rims in question. Additionally, Mrs. [redacted] was provided with return instructions on Novembe [redacted] 2, 2016. The seller stated that there will be a restocking fee and Mrs. [redacted] is responsible for shipping the merchandise back. In closure, Mrs. [redacted] made a purchase with a Third Party Marketplace Vendor and this decision is in accordance to our posted terms and conditions therefore, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 pressure washer. We were unable to find a...
purchase of a Craftsman Pressure washer model # [redacted] serial # [redacted] under Mr. [redacted] customer profile. Mr. [redacted] states that he purchased this pressure washer in 2013, but we show this craftsman model was last manufactured by [redacted] in 2003. That being said we will be happy to research further if Mr. [redacted] can provide a sales receipt of the purchase of the Craftsman pressure washer. At this time based on the information provided by Mr. [redacted] the pressure washer is over 10 years old and outside of its manufacture warranty therefore is not eligible for a refund or exchange. We have closed this case pending the requested information from Mr. [redacted] to provide a sales receipt. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – La Shandra [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by factorydirectsale located at 3900 E. Philadelphia St. Ontario CA 91761, Email: [redacted]@fdsintl.com and telephone number (909) 483-1200. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online issued two UPS return labels for Ms. [redacted] to send the merchandise back for a refund. The sellers return address has been provided to Ms. [redacted] however, the return labels have not been used. Additionally, we show that Sears has issued a refund of $91.98 under return receipt number 093013860897 so far. In closure, once the merchandise is returned a full refund will be issued. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
My name is Gwen [redacted] I am so sorry I forgot I was suppose to send a response to Revdex.com.
Melinda [redacted] aaisted me by getting my riding mower exchanged for a New one on 6/26/15.
Thank you for your help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10973189, and find that this resolution is satisfactory to me.
Sincerely,
Ravi [redacted]
November 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Billy [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her dissatisfaction with the repair...
process for his refrigerator. As clarification, Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms. It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by us. If neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered Product. In accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is covered. Product failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr. [redacted] refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted. In fact, our technicians have not been able to verify any issue exists when they have arrived as the refrigerator has been functioning fine. Mr. [redacted] MPA only provides for repairs of a functional issue. We cannot repair his refrigerator or replace it if we cannot verify that an issue exists. We are willing to explore the possibility of sending one more technician out to examine the unit and work with our technical support center and if a functional, verifiable malfunction exists, we will address it. Mr. [redacted] may contact me via email at Tammie.[redacted][email protected] during normal business hours if he wishes to discuss. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted]@searshc.com
21 April 2015
[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 requesting a refund for items that were returned to Sears.
After...
reviewing our records, we were able to confirm that on 17 April 2015, a credit in the amount of $ 1066.63 was issued back to the original form of payment. In addition, the remainder $29.98 was issued in the form of a mail bank check on 21 April 2015. We ask Ms. [redacted] to allow 7-14 business days to arrive via [redacted]
It is our position that a refund in itself is a substantial accommodation. At this time, since a full refund has been provided and this is an equitable resolution under the circumstances, 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/SHC
[redacted]
September 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94565327 - Crystal [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted] complaint regarding her non-receipt of a refund for an online order.
We...
would first like to apologize for any inconvenience Ms. [redacted] may have experienced. 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 found that Ms. [redacted] had been in contact with Online Solutions and (EMS) Executive Member Services, Sears' escalated complaint department. According to the online records multiple adjustments were processed between August 2nd and August 11, 2015, which totaled the full amount of $392.18. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her washer repair. It is...
regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A service call was already scheduled for January 31, 201, so we wanted to ensure that the call would run as scheduled. On the day of service, the technician installed the parts that had been ordered, but found that two additional parts were needed. These parts were emergency ordered and the technician returned on February 2, 2017, to install the parts and complete the repair. As a conciliatory gesture for the delay in repairing Ms. [redacted] washer, we have processed a $100.00 check to assist her with any out-of-pocket laundry expenses she may have incurred; Ms. [redacted] should receive the check in the next two weeks. With that said, since we have completed the repair to Ms. [redacted] washer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 6, 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 recent online order...
experience and request to cancel his order for a refund. It is unfortunate that we failed Mr. [redacted] expectations when he attempted to cancel his order. We can only apologize for any inconvenience Mr. [redacted] may have experienced and can assure that his concerns have been forwarded to management for review. It should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processed. Orders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return it. Since the order was processed the merchandise shipped to Mr. [redacted] and was delivered on November 22, 2016. Since we have confirmed that [redacted] delivered the merchandise, Mr. [redacted] will need to return the product to his local Sears store for a full refund. The nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately 15 minutes away or 5 miles. If Mr. [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted]. Mr. [redacted] should receive this label via email shortly. 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, we respectfully ask to have this matter closed, pending Mr. [redacted] to return his product either by shipping the product back or by returning to his local Sears store. 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
November 3, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611Re: #[redacted] – [redacted]Dear Ms. [redacted],We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with our customer service and the cost
of...
the pool she placed on layaway.It is unfortunate that we failed Ms. [redacted]’s
expectations when she recently used Kmart layaway. We value her patronage and
can understand her frustration with the events detailed in her complaint. We can
assure Ms. [redacted] that her concerns have been forwarded to management for
review so that future problems of this nature can be averted. As clarification, the 12-week layaway option is
available only on in-store purchases of $300.00 or more. Kmart does not offer the option to switch
from one length of layaway to another. Additionally,
there is a $10.00 cancellation fee for 8 week layaways, and a $20.00
cancellation fee for 12 week layaways. All
layaways are subject to the $5 service fee.
Therefore, the $15.00 fee assessed from Ms. [redacted] layaway refund was
the correct total of the $10.00 cancellation fee and the $5.00 layaway
fee. The assessment of layaway fees is
an automatic process that cannot be stopped or altered by our associates. With that having been said, [redacted],
Manager for Kmart Store number [redacted], contacted Ms. [redacted] on October 29,
2015, to inform her that the price of the pool she placed on layaway has been adjusted
to $180.00 and $15.00 was credited her account as she requested. Ms. [redacted] accepted this resolution and indicated
that it met with her approval. We regret
any inconvenience Ms. [redacted] may have experienced and apologize for any
misinformation she may have received about our layaway process. Since the requested resolution has been
provided, we have closed our file regarding this matter.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 18, 2018 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: Carol J[redacted] - # [redacted] Dear [redacted] We have completed our investigation of Ms. J[redacted] complaint regarding her refrigerator repair. ...
It is regrettable that we failed Ms. J[redacted] expectations when she recently contacted Sears Home Services to repair her refrigerator. We value Ms. J[redacted] patronage and we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to Ms. J[redacted] for any inconvenience we may have caused. Upon researching Ms. J[redacted] complaint, we found that she was assisted by Nia R[redacted] with our escalated customer service group, Executive Member Services (EMS. Ms. R[redacted] worked with the local service unit to obtain sooner service. Unfortunately, another appointment was required to resolve the issue with Ms. J[redacted] refrigerator; the compressor and condenser were replaced on January 9, 2018. As a conciliatory gesture, Ms. R[redacted] extended Ms. J[redacted] Master Protection Agreement coverage for three months; the agreement now expires on May 10, 2019. If Ms. J[redacted] has any further questions or concerns, she can reach Ms. R[redacted] at ([redacted], extension **. In the interim, since we have documented Ms. J[redacted] concerns with the repair/scheduling process and we completed the repair to her refrigerator, we have closed our file. Again, we apologize to Ms. J[redacted] and we appreciate the opportunity to address this matter. Sincerely, Melissa L[redacted] Regulatory Complaints Specialist
April 7, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding her dissatisfaction with the delay in receiving a credit on the purchase of...
her refrigerator. Upon receipt of [redacted] complaint we reached out to [redacted] Store Manager for Store [redacted] to assist with [redacted] concerns. [redacted] contacted her to discuss her concerns regarding the credit. [redacted] offered to issue the $200 credit on the purchase of her refrigerator and [redacted] accepted the offer. On April 6, 2016 [redacted] processed the $200.00 credit to [redacted]’* Sears credit card. The credit should post to her account within 3 -5 business days. With that being said, since we have addressed the issue brought forth in [redacted] complaint, we have closed our file. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 4, 2017Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611Re: [redacted] – Patricia [redacted]Dear Ms. [redacted]:We have completed the investigation of Ms. [redacted] complaint regarding the mattress set she purchased on November 15, 2016.We would like to...
clarify that there are two ways we can process a mattress exchange for our customers. The first type would be a “comfort” exchange and this is only available within a limited amount of time of purchase; in most cases 60 days though some manufacturers offer an extended period for foam style mattresses. After the time for a comfort exchange has passed, the only way to receive one is to qualify for a replacement under the terms of the manufacturer’s warranty. For the latter, the only way to submit a claim is to comply with the claims process. This involves taking specific pictures that are required to support the claim. We feel it is much easier for the consumer to submit pictures, particularly since most have the ability to do this now with their phone, than to require them to haul a mattress all the way to the nearest location to have someone assess it there.In Ms. [redacted] case, our records show that she called customer service on June 06, 2017 to report that stitching on her mattress is comping apart. Customer service requested pictures from Ms. [redacted]. Once the pictures were reviewed, Ms. [redacted] was informed that the warranty does not cover the fabric on the mattress and her warranty exchange was denied. We would to advise that this information is also stated in the warranty card that is provided to customers when purchasing a mattress set. Since we have addressed the concerns brought forth in Ms. [redacted] complaint, we have closed our files.We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely, Ema [redacted]Regulatory Specialist, Regulatory ComplaintsSears Holdings Corporation O: [redacted]F: 512.248.7905 imx integrated member experience
Initial Business Response /* (1000, 12, 2015/07/10) */
July 10, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - David [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint...
regarding his dissatisfaction with the problems he encountered when scheduling service for his washer.
It is unfortunate that we failed Mr. [redacted]'s expectations when he recently scheduled a washer repair. We value Mr. [redacted]'s patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
Upon receipt of Mr. [redacted]'s complaint, we reached out to Betty Cunningham, Customer Advocate for Unit 6141, to assist with Mr. [redacted]'s concerns. Ms. Cunningham researched and confirmed that the washer repair was completed on June 29, 2015. On July 7, 2015, she contacted Mr. [redacted] to follow up on the washer repair. Mr. [redacted] confirmed that the washer is working fine. Since he was without a washer for two months, Mr. [redacted] requested laundry reimbursement. We offered him $150.00 reimbursement and he accepted the offer. Mr. [redacted] should receive the bank check within 10 business days. With that being said, since the washer has been repaired and the laundry reimbursement is a resolution that met with Mr. [redacted]'s approval, we have closed our file.
Again, we apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
XXX-XXX-XXXX direct
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 14, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you for your help. When the tech came back he installed all the parts he ordered and the washer still did not work. He made a special trip to pick up additional parts and the washer is working great now. I do feel Sears has to adjust there MAX for washer reinversiment. Have you been to a laundry mat lately. The prices are out of control. Thank you for your help.
September 6, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]– Susan [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’...
complaint regarding a recent purchase. Store Manager Chad Carlin provided the following response: We have provided the necessary parts to Ms. [redacted] in order resolve this issue. We want to apologize sincerely for the delay. When Ms. [redacted] was provided with the parts, she indicated that this was satisfactory to her. However, Ms. [redacted] may contact me (Chad) during normal business hours at ([redacted]) [redacted]-[redacted] if she has any further questions. 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,Tammie [redacted] Specialist, Regulatory Complaints Tell us why here...
May 3, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted] [redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding her recent visit to one of our auto centers.
Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted], Senior District Service Manager who states that [redacted] was contacted and her complaint was discussed. The 4th tire has arrived and ready for installation. [redacted] will be coming to the auto center to have this done and is satisfied. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
[redacted]
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] Yu
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]
July 9, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #9[redacted]6 - Stephen [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Mr. [redacted]'s complaint regarding the charges he was informed of relating to an estimate to repair...
his microwave.
We would first like to clarify that when we checked online, it showed the minimum trip/diagnostic fee for a built-in microwave oven to be $99.00 and not $89.00 as Mr. [redacted] references. We then thought maybe he had looked at just the prices for a countertop microwave but since we do not provide in-home repair for those types of units, there was not a selection from the dropdown menu for just microwave.
As far as the actual service is concerned, we are unsure as to what the $249.00 fee entailed. If in fact the technician discovered that parts were not available, and removing the board and sending it out for a repair was not an option (which is not uncommon with products not covered under a warranty as the additional liability of losing or damaging the part in transit is something that many businesses do not wish to take on) then normally the only fee that would assessed would be the minimum trip/diagnostic fee of $99.00. Mr. [redacted] says we should have known in advance that parts were not available, but the fact is that until we know what the problem is, we would not know what parts are needed. In the case of built-in ovens and microwaves, the electronic control board can be hard to source as new after several years, but many other parts are still available.
While Mr. [redacted] is asking for at least a refund of $10.00, but would really like a full refund of $99.00, our records do not show that we were ever paid for the call. When we have instances of a refusal to pay, we then generally send a bill from our billing department to collect the monies owed to us. However, we do not show that a bill was ever sent to Mr. [redacted] and/or that one was paid. With that said, while we do feel the $99.00 fee is accurate and valid, as a one-time courtesy we are willing to waive collecting this fee and have noted this on his record. If Mr. [redacted] receives any calls or correspondence related to this debt dated after today, then he is welcome to contact me via phone or email so that I may assist on his behalf. In the interim, since we have essentially honored Mr. [redacted]'s request by providing our diagnostic services at no charge, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Dana [redacted]
Team Manager, Regulatory Complaints
Direct Line: 512-[redacted]
Email: Dana.[redacted]@searshc.com
November 7, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Mrs. Kim L. [redacted] Dear Ms. [redacted] We have completed our review of Mrs. [redacted] rebuttal complaint regarding the rims she purchased from [redacted] and her request to return the merchandise. After reviewing the rebuttal, we reached out to the seller on Mrs. [redacted] behalf. Fortunately, the seller agreed to work with Mrs. [redacted] towards a resolution. According to Mr. Russ he was able to get the manufacturer to accept the return of the rims in question. Additionally, Mrs. [redacted] was provided with return instructions on Novembe [redacted] 2, 2016. The seller stated that there will be a restocking fee and Mrs. [redacted] is responsible for shipping the merchandise back. In closure, Mrs. [redacted] made a purchase with a Third Party Marketplace Vendor and this decision is in accordance to our posted terms and conditions therefore, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
[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 pressure washer. We were unable to find a...
purchase of a Craftsman Pressure washer model # [redacted] serial # [redacted] under Mr. [redacted] customer profile. Mr. [redacted] states that he purchased this pressure washer in 2013, but we show this craftsman model was last manufactured by [redacted] in 2003. That being said we will be happy to research further if Mr. [redacted] can provide a sales receipt of the purchase of the Craftsman pressure washer. At this time based on the information provided by Mr. [redacted] the pressure washer is over 10 years old and outside of its manufacture warranty therefore is not eligible for a refund or exchange. We have closed this case pending the requested information from Mr. [redacted] to provide a sales receipt. We apologize to Mr. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
August 1, 2017 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – La Shandra [redacted] Dear Ms. [redacted], We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a return and refund. As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search. It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the seller’s pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website. With that said, our records indicate that Ms. [redacted] placed an order with a Third Party Marketplace vendor, not Sears Holdings Corporation. In Ms[redacted] case, the order was fulfilled by factorydirectsale located at 3900 E. Philadelphia St. Ontario CA 91761, Email: [redacted]@fdsintl.com and telephone number (909) 483-1200. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms[redacted] records, we have included our disclaimer below: Third Party Advertisements and Links to Third Party Sites We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein. IN NO EVENT WILL WE BE LIABLE, DIRECTLY OR INDIRECTLY, TO ANYONE FOR ANY DAMAGE OR LOSS ARISING FROM OR RELATING TO ANY USE, CONTINUED USE OR RELIANCE ON ANY ADVERTISEMENT DISPLAYED ON THE SEARS SITE, ANY PRODUCTS, SERVICES OR OTHER MATERIALS RELATING TO ANY SUCH ADVERTISEMENT, ANY LINKED THIRD-PARTY SITE, OR ANY LINK CONTAINED IN A LINKED SITE. Returns and Cancellations Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details. After reviewing the notes in the order, we found that Sears Online issued two UPS return labels for Ms. [redacted] to send the merchandise back for a refund. The sellers return address has been provided to Ms. [redacted] however, the return labels have not been used. Additionally, we show that Sears has issued a refund of $91.98 under return receipt number 093013860897 so far. In closure, once the merchandise is returned a full refund will be issued. As this decision is in accordance to our posted terms and conditions, we have closed our file. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia Colburn Regulatory Complaint Specialist Sears Holdings Corporation
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
My name is Gwen [redacted] I am so sorry I forgot I was suppose to send a response to Revdex.com.
Melinda [redacted] aaisted me by getting my riding mower exchanged for a New one on 6/26/15.
Thank you for your help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10973189, and find that this resolution is satisfactory to me.
Sincerely,
Ravi [redacted]
November 12, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Billy [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding her dissatisfaction with the repair...
process for his refrigerator. As clarification, Mr. [redacted] has a Master Protection Agreement (MPA) that only entitles him to a replacement under very specific terms. It stipulates: “ If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”), you are entitled, at your option, to either: (1) a comparable product replacement based solely on the replacement value of such Non-Repairable Covered Product as determined by us, from a Sears or Sears affiliated store; or (2) a merchandise credit for such Non-Repairable Covered Product based solely upon the comparable product replacement value as determined by us. If neither of the two options in the immediately preceding sentence is selected by you, then SPC may cancel this MPA and refund the Total Price of your current MPA coverage for the Non-Repairable Covered Product. In accordance with the foregoing provisions, we will also, at your request, replace the Covered Product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve (12) month period that the Covered Product(s) is covered. Product failures for these purposes must include repair or replacement of a functional, non-expendable part, and do not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recall. Your request for replacement of a Covered Product(s) must occur within sixty (60) days from its fourth (4th) product failure (the “Fourth Failure Time Period”) Mr. [redacted] refrigerator has not been deemed un-repairable, nor has it met the other criteria noted above wherein a replacement may be granted. In fact, our technicians have not been able to verify any issue exists when they have arrived as the refrigerator has been functioning fine. Mr. [redacted] MPA only provides for repairs of a functional issue. We cannot repair his refrigerator or replace it if we cannot verify that an issue exists. We are willing to explore the possibility of sending one more technician out to examine the unit and work with our technical support center and if a functional, verifiable malfunction exists, we will address it. Mr. [redacted] may contact me via email at Tammie.[redacted][email protected] during normal business hours if he wishes to discuss. 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, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation Tammie[redacted]@searshc.com
21 April 2015
[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 requesting a refund for items that were returned to Sears.
After...
reviewing our records, we were able to confirm that on 17 April 2015, a credit in the amount of $ 1066.63 was issued back to the original form of payment. In addition, the remainder $29.98 was issued in the form of a mail bank check on 21 April 2015. We ask Ms. [redacted] to allow 7-14 business days to arrive via [redacted]
It is our position that a refund in itself is a substantial accommodation. At this time, since a full refund has been provided and this is an equitable resolution under the circumstances, 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/SHC
[redacted]
September 14, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 94565327 - Crystal [redacted]
Dear Ms. [redacted],
We have completed the investigation of Ms. [redacted] complaint regarding her non-receipt of a refund for an online order.
We...
would first like to apologize for any inconvenience Ms. [redacted] may have experienced. 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 found that Ms. [redacted] had been in contact with Online Solutions and (EMS) Executive Member Services, Sears' escalated complaint department. According to the online records multiple adjustments were processed between August 2nd and August 11, 2015, which totaled the full amount of $392.18. Additionally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with a better example of customer service that we have built our reputation upon. In the interim, since we have confirmed that a full refund has been provided, we respectfully ask to have this matter closed.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Eligia [redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
February 6, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her washer repair. It is...
regrettable that we failed Ms. [redacted] expectations when she recently contacted Sears Home Services to repair her washer. We value Mr. [redacted] patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure Ms. [redacted] that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. A service call was already scheduled for January 31, 201, so we wanted to ensure that the call would run as scheduled. On the day of service, the technician installed the parts that had been ordered, but found that two additional parts were needed. These parts were emergency ordered and the technician returned on February 2, 2017, to install the parts and complete the repair. As a conciliatory gesture for the delay in repairing Ms. [redacted] washer, we have processed a $100.00 check to assist her with any out-of-pocket laundry expenses she may have incurred; Ms. [redacted] should receive the check in the next two weeks. With that said, since we have completed the repair to Ms. [redacted] washer, albeit later than expected, and we have documented her concerns with the repair process, we ask that this matter be closed. Again, we apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
December 6, 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 recent online order...
experience and request to cancel his order for a refund. It is unfortunate that we failed Mr. [redacted] expectations when he attempted to cancel his order. We can only apologize for any inconvenience Mr. [redacted] may have experienced and can assure that his concerns have been forwarded to management for review. It should be noted according to Sears’ Terms of Use online it states that that orders you submit online may be cancelled until they are processed. Orders with the status of “Processing” may not be cancelled, and you must wait until you receive the merchandise in order to return it. Since the order was processed the merchandise shipped to Mr. [redacted] and was delivered on November 22, 2016. Since we have confirmed that [redacted] delivered the merchandise, Mr. [redacted] will need to return the product to his local Sears store for a full refund. The nearest Sears store is Unit [redacted] MD [redacted] telephone [redacted] and is approximately 15 minutes away or 5 miles. If Mr. [redacted] prefers to ship the product back then he may do so using the ERL that we have created with a [redacted] tracking number of [redacted]. Mr. [redacted] should receive this label via email shortly. 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, we respectfully ask to have this matter closed, pending Mr. [redacted] to return his product either by shipping the product back or by returning to his local Sears store. 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