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]
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
February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. Upon researching [redacted] follow-up concerns, we found that the check that had been promised to [redacted] was never issued. It appears that our Protection Agreement Department denied the food loss claim due to the loss being the result of the technician failing to turn the unit back on rather than a result of product failure. Unfortunately, we were not notified of the denial, so we were unaware that [redacted] had not been issued a check. With that said, we submitted a check request to our Accounting Department for $250.00, circumventing the Protection Agreement Department and charging the service unit for the food loss. The request was processed on February 24, 2016, so [redacted] should receive the check within the next two weeks. Again, we are very sorry for the delay. In summary, since [redacted] is being issued the concession she was promised, albeit slightly later than expected, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] Yu
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
April 27, 2017 [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 refrigerator...
delivery and request for a full refund. [redacted] Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr. [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $200.00 off the model. Should Mr. [redacted] have any questions, he may contact our store directly at [redacted]. Additionally, we hope that in the future Mr. [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 Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and a charge for a water filter from Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. Although our associates are not required to provide their full last name, Mr. [redacted] concerns about his customer service experience have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we were able to locate an order for Mr. [redacted] and [redacted], Senior Customer Support Manager, has attempted to contact Mr. [redacted] by telephone from December 27, 2016, through December 30th to verify the credit card to be refunded; however, she has been unable to reach Mr. [redacted] and he has not replied to her messages. If Mr. [redacted] still needs assistance, he may contact Ms. [redacted] at [redacted]. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since we have noted Mr. [redacted] comments, we respectfully ask to have this matter closed pending his response. 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,
[redacted]
Complaint: 11598240
I am rejecting this response because: Why am I rejecting this, because after around 10 phone calls, and every time them telling that they would process my refund I would get an email stating that I had not paid for part of my order. I ordered 12 pairs of jeans all one order, 5 pairs shipped and the other 7 never did ship. I ordered all 12 pairs of jeans at the same time and paid the full amount. Finally I had to take copies of all my emails from Kmart, a copy of checking statement from my bank into the store. I went over with the manager of the store, he then called Kmart online and told them that they owed me a refund for the 7 pairs of jeans that never shipped, and that I had indeed paid for all 12 pairs of jeans. There excuse was that they had a computer glitch. The Manager told them that's not the customers problem, Finally after numerous phone calls only to receive an email saying I only paid for part of my order I was finally refunded my money for the 7 pairs of jeans I never received. To say I received horrible customer service is an under statement, I'm just thankful that the manager at the local Kmart was smarter than an one I had talked to on the phone and was able to get me my refund.
Sincerely,
Timothy [redacted]
November 13, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10886600 –
Vadim [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Mr. [redacted]’s complaint regarding repairs for his
[redacted] Weed Trimmers.We found that Mr....
[redacted]
does have a seven year manufacture warranty that takes effect after the first
two year manufacture warranty but this extended warranty is only on the metal
shaft of the trimmers. Our service escalation team was able to clarify the
coverage with Mr. [redacted] and due to the inconvenience he experienced from
the misinformation he received from the store associate our escalation team
offered Mr. [redacted] a $50.00 gift card which was accepted by him. Our
records show that Mr. [redacted] did have his trimmers repaired and the metal
shaft was covered under warranty although the rest of the repairs were his responsibility.
Since we have repaired the trimmers and the resolution provided was acceptable to
Mr. [redacted] we have closed our case. We apologize to Mr.
Karapetyan 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted] directVanessa.L.[redacted]@searshc.com
November 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Lee J O[redacted] Dear [redacted] We have completed the investigation of Mr. O[redacted] complaint regarding the diagnosis he received on his dishwasher...
and his request to receive not only a warranty repair but a refund of his fee. As clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listed. We would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the charges. If he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, Mr. O[redacted] contacted us for this and was advised in advance as to the minimum charge. This charge covers our expenses for traveling to his home and evaluating his appliance. We fulfilled our part of this by providing the diagnosis. It is not our fault that Mr. O[redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warranty. If he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remaining. With that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstances. We apologize to Mr. O[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store. As clarification, our records show that [redacted] was charged $72.34 on January 19, 2016. The local store processed a refund of $71.39 on March 10, 2016, shorting her $0.95 cents. Additionally, it does not appear that her Shop Your Way Reward points ($10.68) were refunded. Therefore, we have processed a total refund of $11.63 back to [redacted] account ending in [redacted]. This credit should post to [redacted] account within 3 to 5 business days or dependent on her financial institution’s timeframe. In the interim, since the remaining balance has been provided and we have noted [redacted] concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician who came to repair my lawnmower was knowledgeable on all parts needed for repair. Technician made an effort to have parts shipped within the week to speed up repair process. I am waiting to receive the $200.00 lawn care reimbursement for lawn care out of pocket expenses. Over all I am pleased with having my mower in working condition again.
Thank you for helping me bring the situation to a resolve.
V/r.
Kathleen [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the new chairs to come and when they do I will be completely satisfied.
November 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her order for patio...
furniture. We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors[redacted]. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, 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,Specialist, Regulatory Complaints[redacted]Email: [redacted]
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
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
March 17, 2017
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 12013702 – Ike Ezem
Dear Ms. Virghes:
We have completed the investigation of Mr. Ezem’s complaint regarding the problems he encountered when he attempted to return a...
microwave that he purchased online to an outlet store.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. Ezem may have experienced. We reviewed his online order and our records indicate that on March 4, 2017 the outlet store processed the return and a credit of $224.07 was issued to his credit card ending in 0988. With that being said, since we have provided Mr. Ezem with his requested resolution, we have closed our case.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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
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]
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
February 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] We have completed the investigation of [redacted] rebuttal to our previous response. Upon researching [redacted] follow-up concerns, we found that the check that had been promised to [redacted] was never issued. It appears that our Protection Agreement Department denied the food loss claim due to the loss being the result of the technician failing to turn the unit back on rather than a result of product failure. Unfortunately, we were not notified of the denial, so we were unaware that [redacted] had not been issued a check. With that said, we submitted a check request to our Accounting Department for $250.00, circumventing the Protection Agreement Department and charging the service unit for the food loss. The request was processed on February 24, 2016, so [redacted] should receive the check within the next two weeks. Again, we are very sorry for the delay. In summary, since [redacted] is being issued the concession she was promised, albeit slightly later than expected, we ask that this matter be closed. Again, we apologize to [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] Yu
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
April 27, 2017 [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 refrigerator...
delivery and request for a full refund. [redacted] Store General Manager for Unit [redacted], provided the following response: It is unfortunate that we failed Mr. [redacted] expectations and we can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, and we can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After receive the complaint filed, we issued a refund of the delivery fee under return receipt number [redacted] We invited Mr. [redacted] back into the store if he was still in the market for a new refrigerator and offered to take $200.00 off the model. Should Mr. [redacted] have any questions, he may contact our store directly at [redacted]. Additionally, we hope that in the future Mr. [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 Mr. [redacted] concerns and respectfully ask to have this matter closed. We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
December 30, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted], We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with our customer...
service and a charge for a water filter from Sears Parts Direct. It is unfortunate that we failed Mr. [redacted] expectations when he recently requested assistance from Sears Parts Direct. We value his patronage and can understand his frustration with the events detailed in his letter. Although our associates are not required to provide their full last name, Mr. [redacted] concerns about his customer service experience have been forwarded to management for review so that future problems of this nature can be averted. With that having been said, we were able to locate an order for Mr. [redacted] and [redacted], Senior Customer Support Manager, has attempted to contact Mr. [redacted] by telephone from December 27, 2016, through December 30th to verify the credit card to be refunded; however, she has been unable to reach Mr. [redacted] and he has not replied to her messages. If Mr. [redacted] still needs assistance, he may contact Ms. [redacted] at [redacted]. At this time, we can only reiterate that we truly regret any inconvenience he may have experienced. Since we have noted Mr. [redacted] comments, we respectfully ask to have this matter closed pending his response. 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,
[redacted]
Complaint: 11598240
I am rejecting this response because: Why am I rejecting this, because after around 10 phone calls, and every time them telling that they would process my refund I would get an email stating that I had not paid for part of my order. I ordered 12 pairs of jeans all one order, 5 pairs shipped and the other 7 never did ship. I ordered all 12 pairs of jeans at the same time and paid the full amount. Finally I had to take copies of all my emails from Kmart, a copy of checking statement from my bank into the store. I went over with the manager of the store, he then called Kmart online and told them that they owed me a refund for the 7 pairs of jeans that never shipped, and that I had indeed paid for all 12 pairs of jeans. There excuse was that they had a computer glitch. The Manager told them that's not the customers problem, Finally after numerous phone calls only to receive an email saying I only paid for part of my order I was finally refunded my money for the 7 pairs of jeans I never received. To say I received horrible customer service is an under statement, I'm just thankful that the manager at the local Kmart was smarter than an one I had talked to on the phone and was able to get me my refund.
Sincerely,
Timothy [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I was very pleased
November 13, 2015Nita [redacted]RevDex.com330 North Wabash
Ave., Ste. #2006Chicago, IL 60611Re: # 10886600 –
Vadim [redacted]Dear Ms.
[redacted]:We have completed
our investigation of Mr. [redacted]’s complaint regarding repairs for his
[redacted] Weed Trimmers.We found that Mr....
[redacted]
does have a seven year manufacture warranty that takes effect after the first
two year manufacture warranty but this extended warranty is only on the metal
shaft of the trimmers. Our service escalation team was able to clarify the
coverage with Mr. [redacted] and due to the inconvenience he experienced from
the misinformation he received from the store associate our escalation team
offered Mr. [redacted] a $50.00 gift card which was accepted by him. Our
records show that Mr. [redacted] did have his trimmers repaired and the metal
shaft was covered under warranty although the rest of the repairs were his responsibility.
Since we have repaired the trimmers and the resolution provided was acceptable to
Mr. [redacted] we have closed our case. We apologize to Mr.
Karapetyan 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,Vanessa L.
[redacted]Regulatory
Complaint SpecialistSears Holdings
Corporation[redacted] directVanessa.L.[redacted]@searshc.com
November 6, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted] – Lee J O[redacted] Dear [redacted] We have completed the investigation of Mr. O[redacted] complaint regarding the diagnosis he received on his dishwasher...
and his request to receive not only a warranty repair but a refund of his fee. As clarification, Sears is not and has not been for many years, an authorized servicer for Whirlpool manufactured items such as [redacted] His owner’s manual instructs him on who to contact to arrange a warranty repair, and Sears is not listed. We would be happy to complete the repair we gave him a diagnosis for, but he would be responsible for the charges. If he wants the repair completed under any exceptional parts warranty that might still be in effect, then he would need to contact [redacted] As for the charge for our diagnosis, Mr. O[redacted] contacted us for this and was advised in advance as to the minimum charge. This charge covers our expenses for traveling to his home and evaluating his appliance. We fulfilled our part of this by providing the diagnosis. It is not our fault that Mr. O[redacted] assumed that we would provide any warranty repairs that might be applicable past his one year warranty. If he had asked us in advance we would have been able to inform him that we are not an authorized servicer under any warranty that he may have had remaining. With that said, since the charges are valid we have not refunded these and have closed our file as this decision is commensurate to the circumstances. We apologize to Mr. O[redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Dana S[redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: [redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint regarding the refund that was provided by the local store. As clarification, our records show that [redacted] was charged $72.34 on January 19, 2016. The local store processed a refund of $71.39 on March 10, 2016, shorting her $0.95 cents. Additionally, it does not appear that her Shop Your Way Reward points ($10.68) were refunded. Therefore, we have processed a total refund of $11.63 back to [redacted] account ending in [redacted]. This credit should post to [redacted] account within 3 to 5 business days or dependent on her financial institution’s timeframe. In the interim, since the remaining balance has been provided and we have noted [redacted] concerns, 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician who came to repair my lawnmower was knowledgeable on all parts needed for repair. Technician made an effort to have parts shipped within the week to speed up repair process. I am waiting to receive the $200.00 lawn care reimbursement for lawn care out of pocket expenses. Over all I am pleased with having my mower in working condition again.
Thank you for helping me bring the situation to a resolve.
V/r.
Kathleen [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I am waiting for the new chairs to come and when they do I will be completely satisfied.
November 29, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her order for patio...
furniture. We would first like to note that Ms. [redacted] purchased her items from one of our Marketplace vendors[redacted]. As clarification, some time ago our online website began hosting 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 we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have 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 to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their orders and the purchase is subject to the terms of each seller’s individual return policy. As a courtesy, we have contacted the seller and they assured us that they had sent replacement pieces to Ms. [redacted]. We hope that this brings some closure to Ms. [redacted] on this matter. As this decision is in accordance to our posted terms and conditions, 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,Specialist, Regulatory Complaints[redacted]Email: [redacted]
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
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
March 17, 2017
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # 12013702 – Ike Ezem
Dear Ms. Virghes:
We have completed the investigation of Mr. Ezem’s complaint regarding the problems he encountered when he attempted to return a...
microwave that he purchased online to an outlet store.
Firstly we would like to apologize for the inconvenience and disappointment that Mr. Ezem may have experienced. We reviewed his online order and our records indicate that on March 4, 2017 the outlet store processed the return and a credit of $224.07 was issued to his credit card ending in 0988. With that being said, since we have provided Mr. Ezem with his requested resolution, we have closed our case.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted] direct
Matilda.[redacted]@searshc.com
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