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]
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]
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
May 3, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the service he attempted to receive from Sears...
for his ** refrigerator.We reviewed our records and the only monies we show we collected from Mr. [redacted] were the $79.20 charged to the [redacted] card ending in [redacted] The way his service order was closed out did generate a bill from our [redacted] Center for $448.03, but this was canceled out already. Since we had already shipped Mr. [redacted] the compressor we do not understand why his out-of-pocket expense would be so high with another company. We are willing to refund him the $79.20 to his [redacted] if he could provide us with the first 12 digits of his 16 digit [redacted] card number. That way we could research to see if any previous refunds were provided or if a chargeback was accepted. He can email those numbers to me at [redacted] or call me at [redacted] He is also welcome to email me a copy of his receipt from the other service provider and we would be happy to review to see if any further compensation could be provided; though we make no promises since we were not the obligor under the warranty. In the interim, since we are willing to at least refund any sums we collected from Mr. [redacted] related to this service order and are just waiting for his response, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return the bicycle purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. We would like to note that the return policy is listed online, it is posted in our stores, and a customer can ask an associate for details as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the bicycle on May 24, 2016, and then attempted to return the bicycle on July 6, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the bicycle is covered by the manufacturer’s one-year warranty for parts and labor to service the bicycle. The manual states, “If you have questions or need advice regarding assembly, parts, performance, or returns, please contact the experts at [redacted] Toll free: [redacted] Customer Service hours: Monday – Friday 8 AM- 5 PM Central Standard Time (CST); Web: [redacted]
Email: [redacted] Do not return this item to the store. Please call [redacted] customer service if you need assistance. You will need your model number and date code located on the service sticker near the bottom bracket area. See Section 7: Purchase Record for the location of the model number on your bicycle.” [redacted] might be able to resolve the issue for her over the phone when she describes the problem.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Nita [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]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted]. Mr. [redacted] has refunded Mr. [redacted] in the amount of $131.42 per his request. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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.
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]
August 25, 2016
Dept of State, Division of Consumer Protection
Attn: Tonya [redacted]
One Commerce Plaza, 99 Washington Avenue
Albany, NY 12231-0001
Our File No: [redacted] Angie [redacted]
Your File No: [redacted]-WEB
Revdex.com Case # [redacted]
Via: First Class Mail
Via Facsimile:...
[redacted]
Dear Ms. [redacted],
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. We appreciate the opportunity to address Mrs. [redacted]’s issues. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations/inconveniences she may have experienced.
SHIP will send an independent third party company to determine if the installation is to code/standards as well as to determine if there are any damage issues. The third party assessment/inspection is also being done to determine if in fact there are any issues with the installation. If any issues are found to be SHIP’s responsibility they will be addressed promptly. The third party will call Mrs. [redacted] to schedule the inspection.
We want to thank Mrs. [redacted] for her cooperation and patience. Her patronage is valued by Sears. We appreciate the opportunity to address her issues. If you have any questions or concerns, please contact me at 1-[redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com
Sincerely,
Richard [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Angie [redacted] via First Class Mail
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Carolyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
laundry center.
We have received Ms. [redacted] complaint and apologize that she has had issues with the repair of her laundry center. Upon receiving Ms. [redacted] complaint, we escalated her concerns to Paul [redacted], District Service Manager, who called Ms. [redacted] and discussed her concerns. He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/16. Repair was completed and we respectfully ask to have this complaint closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
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
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]
November 6, 2015[redacted]We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted]...
complaint and apologize that he has had issues with his microwave. We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave. Because we value [redacted] patronage, we have processed a $100.00 gift card so that [redacted] can purchase either this microwave again which is currently $89.99 on sears.com or another microwave of his choosing. The gift card will be sent to his email address listed on this complaint and will be received within 2-3 business days. 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.[redacted]
November 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Thomas T[redacted]
Dear [redacted]
We have completed the investigation of Mr. T[redacted] complaint regarding his dissatisfaction that the repair of his...
refrigerator was not completed in a timely manner due to parts delay.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. T[redacted] may have experienced. We want to assure Mr. T[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. According to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, 2017 and Mr. T[redacted] requested service on July 11, 2017. We would also like to note that the appliance warranty that Mr. T[redacted] purchased is held by [redacted] Services. [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement.
We reviewed the service order notes related to Mr. T[redacted] refrigerator. On July 18, 2017 our technician ordered a compressor, UV drier and condenser. On August 1, 2017 the manufacturer notified us that the compressor was on backorder. Unfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over this. When we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part sooner. The compressor shipped on August 23, 2017 and service was set for September 9, 2017. The technician reported that no one was home on September 9, 2017 and service was rescheduled for September 14, 2017. The technician installed the parts and completed the repair. Regrettably, the next day Mr. T[redacted] reported that the refrigerator was still not cooling. On September 21, 2017 our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, 2017. On October 11, 2017 Mr. T[redacted] reported that the refrigerator was not cooling. When the technician arrived on October 17, 2017 he reported that the temperature in the refrigerator was 38 degrees Fahrenheit and the temperature in the freezer was -4 degrees Fahrenheit. Since the refrigerator was working, the service order was closed.
On November 2, 2017 Mr. T[redacted] called and requested service again on the refrigerator; Service is set for November 10, 2017. We have reached out to the service unit for assistance and will monitor the repair. However, Mr. T[redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacement. With that being said, since we have addressed the issue brought forth in Mr. T[redacted] complaint, we have closed our file.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Miss Terina T[redacted] Dear Ms. [redacted] We have completed the investigation of Miss T[redacted]’ complaint regarding her online order experience...
and her request for an immediate refund. It is unfortunate that we failed Miss T[redacted]’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experienced. After contacting Sears Online, we advised that a refund needed to be processed since the local store closed. Accordingly, a full refund of $114.60 was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within 3 to 5 business days or dependent upon each financial institution. Additionally, we hope that in the future Ms. T[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. T[redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
that he was unable to place an order for an item that was priced incorrectly on our website. As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached. In Mr. [redacted]’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed from. We do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occur. If Mr. [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [redacted]. We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site is free from error and even if Mr. [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the order. With that said, we are willing to provide Mr. [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in question. Mr. [redacted] may contact me at Tammie.[redacted]@searshc.com within the 10 days from the date of this letter; after that, the offer will be null and void. As this decision is commensurate to the circumstances, we have closed our file. We apologize to Mr. [redacted] 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 [redacted]-[redacted]-[redacted] Email: Tammie.[redacted]@searshc.com
Contact Name and Title: [redacted]
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed our investigation [redacted] rebuttal to our previous response.
Upon receiving [redacted] follow-up concerns, we contacted [redacted] with Sears Carpet/Duct Cleaning for further assistance. She responded that the local office still refutes [redacted] claims and will not return to his home to re-service his carpet to avoid a confrontational situation. In light of this[redacted] is going to offer [redacted] a refund of the carpet service, which is what he originally requested in his complaint. An email is being sent to [redacted] at [redacted] explaining the offer. If [redacted] accepts and signs the Customer Release Form (CRF) included with the email, the $140.00 refund will be processed. With that said, since we have documented [redacted] additional comments and proposed an equitable resolution, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
October 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Barbara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We arranged for a repair on October 14, 2016. When our technician arrived he found that the water filter had been broken when it was self-installed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding repairs to his home air conditioner and the Sears Home Warranty. It is...
first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not Sears. That said, Ashley [redacted] from CCHS has informed our office that Mr. [redacted] has accepted a check which was sent out several days ago. If Mr. [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a[redacted]@cchs.com or by phone by calling 800-531-3466 ext. 42046. Since we have been advised that Mr. [redacted]’s check was processed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
Sears has resolved my complaint & I am happy with the resolution. They refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillows. I shipped the pillows back on Tuesday, 8/11/15 via UPS. Sears told me to rest assured that they will not charge back my [redacted] account. Please close this case. Thank you so much for all your help in this matter.
K. Rachel [redacted]
case# 945[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]
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]
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]
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
May 3, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the service he attempted to receive from Sears...
for his ** refrigerator.We reviewed our records and the only monies we show we collected from Mr. [redacted] were the $79.20 charged to the [redacted] card ending in [redacted] The way his service order was closed out did generate a bill from our [redacted] Center for $448.03, but this was canceled out already. Since we had already shipped Mr. [redacted] the compressor we do not understand why his out-of-pocket expense would be so high with another company. We are willing to refund him the $79.20 to his [redacted] if he could provide us with the first 12 digits of his 16 digit [redacted] card number. That way we could research to see if any previous refunds were provided or if a chargeback was accepted. He can email those numbers to me at [redacted] or call me at [redacted] He is also welcome to email me a copy of his receipt from the other service provider and we would be happy to review to see if any further compensation could be provided; though we make no promises since we were not the obligor under the warranty. In the interim, since we are willing to at least refund any sums we collected from Mr. [redacted] related to this service order and are just waiting for his response, 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,[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
July 8, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms. [redacted] complaint regarding the problem she encountered when she attempted to...
return the bicycle purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. We would like to note that the return policy is listed online, it is posted in our stores, and a customer can ask an associate for details as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Ms. [redacted] purchased the bicycle on May 24, 2016, and then attempted to return the bicycle on July 6, 2016, she was clearly over the 30-day “hassle-free” return period.
However, after the Sears hassle-free 30-day return/exchange period has expired, the bicycle is covered by the manufacturer’s one-year warranty for parts and labor to service the bicycle. The manual states, “If you have questions or need advice regarding assembly, parts, performance, or returns, please contact the experts at [redacted] Toll free: [redacted] Customer Service hours: Monday – Friday 8 AM- 5 PM Central Standard Time (CST); Web: [redacted]
Email: [redacted] Do not return this item to the store. Please call [redacted] customer service if you need assistance. You will need your model number and date code located on the service sticker near the bottom bracket area. See Section 7: Purchase Record for the location of the model number on your bicycle.” [redacted] might be able to resolve the issue for her over the phone when she describes the problem.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Ms. [redacted] when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Ms. [redacted] request
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
August 4, 2016
Nita [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]’s complaint regarding his recent visit to...
one of our auto centers.
Upon receiving Mr. [redacted]’s complaint, we escalated his concerns to [redacted], Auto Center Manager of unit# [redacted]. Mr. [redacted] has refunded Mr. [redacted] in the amount of $131.42 per his request. That being said, because we have provided Mr. [redacted] with his requested resolution, we respectfully request 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 Complaints Specialist
[redacted].[redacted]@searshc.com
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]
August 25, 2016
Dept of State, Division of Consumer Protection
Attn: Tonya [redacted]
One Commerce Plaza, 99 Washington Avenue
Albany, NY 12231-0001
Our File No: [redacted] Angie [redacted]
Your File No: [redacted]-WEB
Revdex.com Case # [redacted]
Via: First Class Mail
Via Facsimile:...
[redacted]
Dear Ms. [redacted],
Thank you for allowing Sears Home Improvement Products (SHIP) to assist you with the concerns you recently brought to our attention. We appreciate the opportunity to address Mrs. [redacted]’s issues. On behalf of SHIP please know that we do value her as a customer and apologize for any frustrations/inconveniences she may have experienced.
SHIP will send an independent third party company to determine if the installation is to code/standards as well as to determine if there are any damage issues. The third party assessment/inspection is also being done to determine if in fact there are any issues with the installation. If any issues are found to be SHIP’s responsibility they will be addressed promptly. The third party will call Mrs. [redacted] to schedule the inspection.
We want to thank Mrs. [redacted] for her cooperation and patience. Her patronage is valued by Sears. We appreciate the opportunity to address her issues. If you have any questions or concerns, please contact me at 1-[redacted] extension [redacted], or via email at richard.[redacted]@searshomepro.com
Sincerely,
Richard [redacted]
SHIP/HI Regulatory Complaint Specialist
cc: Revdex.com via Website
Angie [redacted] via First Class Mail
August 15, 2016
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted] – Carolyn [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding the repair of her...
laundry center.
We have received Ms. [redacted] complaint and apologize that she has had issues with the repair of her laundry center. Upon receiving Ms. [redacted] complaint, we escalated her concerns to Paul [redacted], District Service Manager, who called Ms. [redacted] and discussed her concerns. He apologized for the issues and offered to schedule her same day but she was unable to be home for that repair so it was agreed that repair would be completed on 7/30/16. Repair was completed and we respectfully ask to have this complaint closed.
We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Erica [redacted]
Regulatory Complaints Specialist
[redacted]
Erica.[redacted]@searshc.com
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
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]
November 6, 2015[redacted]We have completed the investigation of [redacted] complaint regarding the performance of his microwave.We have reviewed [redacted]...
complaint and apologize that he has had issues with his microwave. We would like to note that we have researched his model# [redacted] and did not find any known issues or recalls on this particular microwave. Because we value [redacted] patronage, we have processed a $100.00 gift card so that [redacted] can purchase either this microwave again which is currently $89.99 on sears.com or another microwave of his choosing. The gift card will be sent to his email address listed on this complaint and will be received within 2-3 business days. 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.[redacted]
November 7, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Thomas T[redacted]
Dear [redacted]
We have completed the investigation of Mr. T[redacted] complaint regarding his dissatisfaction that the repair of his...
refrigerator was not completed in a timely manner due to parts delay.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. T[redacted] may have experienced. We want to assure Mr. T[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. According to our records, the manufacturer’s standard one-year warranty on the refrigerator expired on June 24, 2017 and Mr. T[redacted] requested service on July 11, 2017. We would also like to note that the appliance warranty that Mr. T[redacted] purchased is held by [redacted] Services. [redacted] Services would make the final decision on the qualification for the replacement of the refrigerator according to the terms of their agreement.
We reviewed the service order notes related to Mr. T[redacted] refrigerator. On July 18, 2017 our technician ordered a compressor, UV drier and condenser. On August 1, 2017 the manufacturer notified us that the compressor was on backorder. Unfortunately, the reality is that we are limited in what we can or cannot order, how long it takes, and how it is shipped, by the manufacturers that make and send the parts and we have very little control over this. When we are notified that a part is on backorder, our parts research team will reach out to alternate resources to locate the part sooner. The compressor shipped on August 23, 2017 and service was set for September 9, 2017. The technician reported that no one was home on September 9, 2017 and service was rescheduled for September 14, 2017. The technician installed the parts and completed the repair. Regrettably, the next day Mr. T[redacted] reported that the refrigerator was still not cooling. On September 21, 2017 our technician reassessed the refrigerator and ordered a mainboard; the repair was completed on October 2, 2017. On October 11, 2017 Mr. T[redacted] reported that the refrigerator was not cooling. When the technician arrived on October 17, 2017 he reported that the temperature in the refrigerator was 38 degrees Fahrenheit and the temperature in the freezer was -4 degrees Fahrenheit. Since the refrigerator was working, the service order was closed.
On November 2, 2017 Mr. T[redacted] called and requested service again on the refrigerator; Service is set for November 10, 2017. We have reached out to the service unit for assistance and will monitor the repair. However, Mr. T[redacted] would need to contact [redacted] Services regarding his appliance warranty and his request for a replacement. With that being said, since we have addressed the issue brought forth in Mr. T[redacted] complaint, we have closed our file.
We apologize to Mr. T[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda S[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
November 30, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Miss Terina T[redacted] Dear Ms. [redacted] We have completed the investigation of Miss T[redacted]’ complaint regarding her online order experience...
and her request for an immediate refund. It is unfortunate that we failed Miss T[redacted]’ expectations and we can understand how the series of events noted in her complaint has caused her to lose faith in Sears. We regret that this incident occurred, and we can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. We can only apologize for the misinformation she was provided and we truly regret any inconvenience she may have experienced. After contacting Sears Online, we advised that a refund needed to be processed since the local store closed. Accordingly, a full refund of $114.60 was processed on November 30, 2017, under return receipt number [redacted] Credit normally posts to the account within 3 to 5 business days or dependent upon each financial institution. Additionally, we hope that in the future Ms. T[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. T[redacted]’ concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Eligia C[redacted] Regulatory Complaint Specialist Sears Holdings Corporation
August 29, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]– Richard [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
that he was unable to place an order for an item that was priced incorrectly on our website. As clarification, while we strive to provide our Sears.com customers with accurate information, including pricing, availability, and product description on all products available on Sears.com, whether directly through our listings or those of our third-party Marketplace vendors, with any online site there might be times that an error could occur. Should we uncover a pricing error, and an order was actually placed for the incorrect amount, we attempt to email the customer as soon as possible, and then we cancel and refund the order. For store pick-up items, we notify the store of pick up that these prices were errors and will not be honored, so they can cancel the sale at their store. If the item was never ordered, then all requests to honor the incorrect price would not be granted. We also make every effort to fix the error as soon as possible since it does us no favors to have customers placing orders that will just have to be canceled; it only disappoints them and causes extra work with no sale at the end for us. There is absolutely no benefit to us to have these errors occur, which is why we try to minimize the chance as much as possible and why we have software that helps us identify when one occurs. In some instances where it appears the error has not been corrected in a timely manner, it is because the consumer may be viewing an older, “cached” version saved in the computer’s database. This is designated by the settings in the internet browser being used. If the price has since been corrected though, it will show in the cart once added as this is a new page that would not have previously been cached. In Mr. [redacted]’s case, it seems he was sent an email that linked directly to our site, which is where the pricing error stemmed from. We do want to note that the email stated: “Sears Holdings Corporation shall not be held liable for errors or omissions in pricing.” Furthermore, our site has a disclaimer that addresses any pricing errors that may occur. If Mr. [redacted] would like to view the most up-to-date full version of our terms and conditions, he can access the page with this link: [redacted]. We have also included below a small excerpt specifically regarding pricing errors: “Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears Marketplace. Sears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an error. Sears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Sears. Any payments you make to Sears for orders that are cancelled due to pricing errors will be refunded.” As illustrated above, we do not guarantee that our site is free from error and even if Mr. [redacted] had been able to place the order with the erroneous pricing for some reason, we would have been within our rights to cancel the order. With that said, we are willing to provide Mr. [redacted] with a 15% discount off of the current correct sales price as a courtesy should he still be interested in ordering the merchandise in question. Mr. [redacted] may contact me at Tammie.[redacted]@searshc.com within the 10 days from the date of this letter; after that, the offer will be null and void. As this decision is commensurate to the circumstances, we have closed our file. We apologize to Mr. [redacted] 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 [redacted]-[redacted]-[redacted] Email: Tammie.[redacted]@searshc.com
Contact Name and Title: [redacted]
October 22, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear [redacted]
We have completed our investigation [redacted] rebuttal to our previous response.
Upon receiving [redacted] follow-up concerns, we contacted [redacted] with Sears Carpet/Duct Cleaning for further assistance. She responded that the local office still refutes [redacted] claims and will not return to his home to re-service his carpet to avoid a confrontational situation. In light of this[redacted] is going to offer [redacted] a refund of the carpet service, which is what he originally requested in his complaint. An email is being sent to [redacted] at [redacted] explaining the offer. If [redacted] accepts and signs the Customer Release Form (CRF) included with the email, the $140.00 refund will be processed. With that said, since we have documented [redacted] additional comments and proposed an equitable resolution, we ask that this matter be closed.
Again, we appreciate the opportunity to address this matter.
Sincerely,
[redacted]
October 20, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Barbara [redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding her refrigerator....
We arranged for a repair on October 14, 2016. When our technician arrived he found that the water filter had been broken when it was self-installed. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation ([redacted] Tammie.[redacted]@searshc.com
Nita [redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: William [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted] complaint regarding repairs to his home air conditioner and the Sears Home Warranty. It is...
first important to note that the Sears Home Warranty is administered by Cross Country Home Services (CCHS), not Sears. That said, Ashley [redacted] from CCHS has informed our office that Mr. [redacted] has accepted a check which was sent out several days ago. If Mr. [redacted] has any concerns about his claim he needs to contact Ashely [redacted] at a[redacted]@cchs.com or by phone by calling 800-531-3466 ext. 42046. Since we have been advised that Mr. [redacted]’s check was processed 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, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
(The consumer indicated he/she ACCEPTED the response from the business.)
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 945[redacted] - K. Rachel [redacted]
Dear Ms. [redacted],
Sears has resolved my complaint & I am happy with the resolution. They refunded my full amount & did not charge me a restocking fee & also sent me a prepaid label to ship back the pillows. I shipped the pillows back on Tuesday, 8/11/15 via UPS. Sears told me to rest assured that they will not charge back my [redacted] account. Please close this case. Thank you so much for all your help in this matter.
K. Rachel [redacted]
case# 945[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]