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
Revdex.com:I did not know that Sears reversed the charge. If their counterpart tried to contact me, they did not leave a message or do it in writing. I can't communicate with people that don't let you know they are trying to reach you.Sears has absolutely met my expectation.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 6, 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] rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the refrigerator repair was not completed in a timely manner and the delivery delays on the replacement refrigerator the fact remains that we honored the manufacturer’s warranty when we attempted the warranty repairs and then offered an in-warranty exchange. As previously mentioned, the refrigerator that Mr. [redacted] selected was delayed by the manufacturer, which we have no control over. Mr. [redacted] took it upon himself to purchase a refrigerator from another retailer instead of requesting to select a different model from Sears.
When we spoke to Mrs. [redacted], she requested to use the authorization for the in-warranty replacement towards another appliance, not a refrigerator. We explained that the warranty applies to a refrigerator only and informed her that the exchange offer on the refrigerator was still available. Mrs. [redacted] asked if we would rather lose out and not get paid then to process an exchange for another appliance. We advised Mrs. [redacted] that she had already paid for the refrigerator. At which point, she stated that they had not paid off the balance on the purchase. We clarified that it was her option; however, that was between her and Citibank. [redacted] is the account holder, not Sears.
As far as Mr. [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for the same or a comparable model refrigerator; not a refund. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 3, 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 request for a refund for...
a canceled sears.com tire order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we reviewed our records once again and were unable to find a charge for the order in question. Therefore, if Mr. [redacted] still feels he has been charged for the canceled order, we ask that he provide us with valid documentation of the charge, such as a credit or bank statement (with only the last 4 digits of the account number shown), so that we may confirm the transaction numbers and provide him with a refund. Until we have this information, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Mr. [redacted] may submit the requested information through the Revdex.com or email it directly to [redacted] within fifteen business days from the date of this letter. We respectfully ask to have this matter closed in the interim. 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,
Latanya [redacted]
July 3, 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 online order experience. It...
is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his service order dated June 27, 2016, it appears the technician indicated he would replace the power supply to resolve the issue. The other option would be for Mr. [redacted] to return the television to his local Kmart store for a full refund within the return timeframe policy. However, since it is our understanding that service was able to resolve this matter, 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
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnetta [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request...
for a 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]’s case, the order was fulfilled by [redacted] located at 1835 E. Hallandale Beach BLVD Ste. 264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-8040. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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 Ms. [redacted]’s order, we found that she made an effort to have the seller resolve the issue. Since the seller did not agree to send a pre-paid return label, we have submitted a refund request. If the product has not been shipped back, then Ms. [redacted] may either keep or dispose of the item to her discretion. A full refund will be issued back to the same form of payment within 7 to 10 business days. In closure, since a refund has been provided, 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
Complaint: [redacted]
I am rejecting this response because: I received the wrong item multiple times. This was the merchant's mistake. Rather than take responsibility for their incompetence, they told me I would have to drive to the nearest Sears store to return it. This is horrible customer service. If a merchant makes a mistake, multiple mistakes, they should rectify it. They should arrange for pickup of the incorrect item and send the correct item. This never happened. After three orders, I still, to this day, do not have the correct item. I wasted hours, literally hours, of my time on the phone to customer service and hours of my time driving to stores. In addition, I spent money to drive to Sears to return incorrect items. An adequate solution would be a genuine apology, compensation for the time and travel to fix Sears' multiple mistakes, and the correct item, free of charge.
Sincerely,
[redacted]
September 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Leticia M[redacted]
Dear [redacted]
We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with the performance of her...
washer and her request for an exchange.
We apologize that Ms. M[redacted] washer failed to meet her expectations. Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase. However, as Ms. M[redacted] mentioned in her complaint, she purchased the washer from a closing Sears store and her receipt specifically states that all sales are final. Therefore, Ms. M[redacted] is not eligible for an exchange or return within the 30 day period.
Ms. M[redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does 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”. We have researched Ms. M[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We reviewed the service orders related to her washer. On August 7, 2017 our technician checked the water level as requested by Ms. M[redacted] and the unit was operating properly. The following day Ms. M[redacted] requested service again and our technician returned on August 11, 2017. The technician ran a cycle with a light blanket on bulky cycle and the washer filled as designed. The technician noted that he provided instructions on usage. As clarification, a HE washer is designed to use less water than traditional washers; they only use 20 – 60% of the water used by traditional washers. For best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaning. The washer is less efficient at rinsing when the load is tightly packed. Also, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling action. This can be caused by not using HE detergent or using too much HE detergent. Since the washer has been verified to be working as designed, Ms. M[redacted] request for an exchange has been denied. With that being said, since we have addressed the issue brought forth in Ms. M[redacted] complaint, we have closed our file.
We apologize to Ms. M[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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Shirley [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her Sears Home Warranty. We would first like to point...
out that HomeSure Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’ contract. Our records show that Ms. [redacted]’ purchased her Sears Home Warranty on November 13, 2017 and it was cancelled on December 13, 2017 before it went into full effect. Since Ms. [redacted]’ warranty was cancelled we have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
February 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. We...
apologize that Ms. [redacted] refrigerator failed to meet her expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. According to our records, Ms. [redacted] was offered and she purchased the only service contract we sell for items with an existing issue, the Service Smart Agreement (SSA.) This agreement covers any needed repairs for a year and if during that time, any repair cost (not covered under a manufacturer’s warranty) goes above $500.00, the member is offered a choice of paying the repair cost over that amount or receiving up to a $500.00 credit that they may use towards a replacement form one of our stores. Ms. [redacted] refrigerator still has a portion of her manufacturer’s warranty remaining wherein the parts for her sealed system are covered for 5 years and the compressor is covered for 10 years. Any labor fees would be her responsibility as that was only covered during the first year of ownership under her manufacturer’s warranty. Since she bought the SSA, all labor fees for repairs would be covered during the one year coverage period. Unfortunately, there is no provision for reimbursement for food loss on the first repair under the terms of her SSA. Ms. [redacted] indicated that she had no faith in her refrigerator and she feels it is “lemon.” However, there are no recalls related to the issue Ms. [redacted] mentions on file with the manufacturer. Ms. [redacted] has asked for a replacement, but there are no provisions made under her SSA or manufacturer’s warranty for a replacement. Furthermore, our return policy specifically notes that such a request may only have been made within 30 days from the date of purchase. That said, our records reflect that the repair to Ms. [redacted]’ refrigerator was completed on January 20, 2017. As such, we have fulfilled the terms of her SSA and the manufacturer’s warranty; therefore, we have closed our file. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, as they accept their fault and offered me credit as courtesy toward the inconvenient.
Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online orders.
After reviewing the complaint filed, we found that Ms. [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions apologized for any inconvenience Ms. [redacted] may have experienced. Accordingly, a full refund was processed on August 19, 2015, under several sales receipts totaling the full amount. 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, a full refund has been provided and we have noted Ms. [redacted]'s 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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Stanley N[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,
Sally [redacted]
July 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted] - Jennifer [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her customer service experience.
After reviewing Ms. [redacted]'s complaint and our records, we were able to determine that she was assigned Damage Claim 206026. As clarification, once the claimant has been assigned a claim number through our third party vendor FSA, they provide an official response representing Sears. FSA has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon FSA's actions; their decision on any claim is final. We contacted the Carrier Manager Jacob [redacted] and were informed that there is a pending appointment on 20 July 2015 to have the the door in question delivered and installed. If Ms. [redacted] has any questions or concerns, she may contact Mr. [redacted] at 502-[redacted]. Since Ms. [redacted]'s issue is being handled through a standardized claim process with FSA and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, Mr. [redacted], 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,
Ema [redacted]
REGULATORY SPECIALIST, regulatory complaints
Sears Holdings Corporation
O: 512.[redacted]
F: 512.2[redacted]
imx integrated member experience
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the 6th of October and still there is no refund check. We have no history of missing mail here. I suspect this check, like the last one, was never sent.
October 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Kimberly C[redacted]
Dear [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding the problem she encountered when she requested to...
warranty exchange the battery charger of her weed wacker.
As clarification, the Craftsman warranty for the weed wacker model that Ms. C[redacted] listed on her complaint has a 2 year warranty on the unit itself and a 1 year warranty on the battery. The warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of charge. For warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchased. In Ms. C[redacted] case, the battery charger to her weed wacker failed after our 30 return period, and the unit is covered by the manufacturer’s warranty. We apologize if Ms. C[redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange.
We contacted Ms. C[redacted] and she confirmed that the issue has been resolved. She stated that she contacted one of the store managers and was assisted. Ms. C[redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty item. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. C[redacted] expectations. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[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]
January 11, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her washer and her request for a replacement....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’ Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current washer, it was determined that $799.99 would provide her with a comparable replacement under her MPA. Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of delivery. Lastly, we have processed a $100.00 laundry reimbursement check for Ms. [redacted] for customer satisfaction. With that said, since we are providing Ms. [redacted] with an equitable resolution, 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
June 2, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms[redacted] complaint regarding the problem she encountered when she attempted to return...
her display mattress for an exchange or refund.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Upon receipt of Ms[redacted] complaint we reached out to Store Manager Kathy [redacted] for assistance with Ms[redacted] concerns. Ms. [redacted] investigated and confirmed that there was no mistake made by the associate and there was never any fault admitted by the associate or anyone at the store. Ms[redacted] husband was actually the person that made the selection and who participated in the transaction. Mr. [redacted] pointed out and told the sales associate which display mattress he wanted; Ms. [redacted] was sitting with the children. Mr. [redacted] stated that he wanted a mattress that he could take with him. Mr. [redacted] did not discuss the required size with the sales associate. The sales associate confirmed that he advised Mr. [redacted] of the return policy on the purchase of a display mattresses; as standard procedure. Mr. [redacted] was informed prior to the transaction that all sales were final. We would also like to note that the return policy sign is posted in the mattress department. With that being said, the posted return policy states, "Display mattresses are purchased AS IS with all faults. Entire risk of quality/performance of the good is with the buyer. They are not covered by any warranty nor eligible for refund, price adjustment, exchange or comfort guarantee. All sales are final. Should the mattress prove defective following purchase, the buyer and not the manufacturer, distributor or retailer assumes the entire cost of servicing or repair."
Store Manager [redacted] confirmed that she received the initial complaint through Customer Solutions and contacted Ms. [redacted] to discuss her concerns. Ms. [redacted] denied Ms[redacted] request to return or exchange the display mattress, as per policy. As a good-will gesture, Ms. [redacted] did offer Ms. [redacted] a $100 reimbursement so she could buy a different size bed frame; Ms. [redacted] declined the offer. If Ms. [redacted] would like to accept the offer she can contact Store Manager Kathy [redacted] at [redacted] on or before June 16, 2017. With that being, since we have addressed the issue brought forth in Ms[redacted] complaint, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
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
Revdex.com:I did not know that Sears reversed the charge. If their counterpart tried to contact me, they did not leave a message or do it in writing. I can't communicate with people that don't let you know they are trying to reach you.Sears has absolutely met my expectation.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 6, 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] rebuttal to the response we provided regarding his dissatisfaction with the multiple repairs on his refrigerator, the delivery delays on the exchange and his request for a refund.
We have Mr. [redacted] rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied that the refrigerator repair was not completed in a timely manner and the delivery delays on the replacement refrigerator the fact remains that we honored the manufacturer’s warranty when we attempted the warranty repairs and then offered an in-warranty exchange. As previously mentioned, the refrigerator that Mr. [redacted] selected was delayed by the manufacturer, which we have no control over. Mr. [redacted] took it upon himself to purchase a refrigerator from another retailer instead of requesting to select a different model from Sears.
When we spoke to Mrs. [redacted], she requested to use the authorization for the in-warranty replacement towards another appliance, not a refrigerator. We explained that the warranty applies to a refrigerator only and informed her that the exchange offer on the refrigerator was still available. Mrs. [redacted] asked if we would rather lose out and not get paid then to process an exchange for another appliance. We advised Mrs. [redacted] that she had already paid for the refrigerator. At which point, she stated that they had not paid off the balance on the purchase. We clarified that it was her option; however, that was between her and Citibank. [redacted] is the account holder, not Sears.
As far as Mr. [redacted] request for a refund is concerned, we did not find that this was warranted, particularly since the warranty is for the same or a comparable model refrigerator; not a refund. As this decision is commensurate to the circumstances, 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,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
February 3, 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 request for a refund for...
a canceled sears.com tire order. It is unfortunate that we failed Mr. [redacted] expectations when he recently placed an order with Sears. We value his patronage and can understand his frustration with the events detailed in his letter. His concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we reviewed our records once again and were unable to find a charge for the order in question. Therefore, if Mr. [redacted] still feels he has been charged for the canceled order, we ask that he provide us with valid documentation of the charge, such as a credit or bank statement (with only the last 4 digits of the account number shown), so that we may confirm the transaction numbers and provide him with a refund. Until we have this information, we can only reiterate that we truly regret any inconvenience Mr. [redacted] may have experienced. Mr. [redacted] may submit the requested information through the Revdex.com or email it directly to [redacted] within fifteen business days from the date of this letter. We respectfully ask to have this matter closed in the interim. 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,
Latanya [redacted]
July 3, 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 online order experience. It...
is unfortunate that we failed Mr. [redacted]’s expectations as we value his patronage. We can understand his frustration with the series of events detailed in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After reviewing the notes in his service order dated June 27, 2016, it appears the technician indicated he would replace the power supply to resolve the issue. The other option would be for Mr. [redacted] to return the television to his local Kmart store for a full refund within the return timeframe policy. However, since it is our understanding that service was able to resolve this matter, 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
August 3, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] – Bonnetta [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order and request...
for a 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]’s case, the order was fulfilled by [redacted] located at 1835 E. Hallandale Beach BLVD Ste. 264, Hallandale FL 33009, Email [email protected] and telephone number (877) 509-8040. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. [redacted]’s 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 Ms. [redacted]’s order, we found that she made an effort to have the seller resolve the issue. Since the seller did not agree to send a pre-paid return label, we have submitted a refund request. If the product has not been shipped back, then Ms. [redacted] may either keep or dispose of the item to her discretion. A full refund will be issued back to the same form of payment within 7 to 10 business days. In closure, since a refund has been provided, 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
Complaint: [redacted]
I am rejecting this response because: I received the wrong item multiple times. This was the merchant's mistake. Rather than take responsibility for their incompetence, they told me I would have to drive to the nearest Sears store to return it. This is horrible customer service. If a merchant makes a mistake, multiple mistakes, they should rectify it. They should arrange for pickup of the incorrect item and send the correct item. This never happened. After three orders, I still, to this day, do not have the correct item. I wasted hours, literally hours, of my time on the phone to customer service and hours of my time driving to stores. In addition, I spent money to drive to Sears to return incorrect items. An adequate solution would be a genuine apology, compensation for the time and travel to fix Sears' multiple mistakes, and the correct item, free of charge.
Sincerely,
[redacted]
September 20, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] Leticia M[redacted]
Dear [redacted]
We have completed the investigation of Ms. M[redacted] complaint regarding her dissatisfaction with the performance of her...
washer and her request for an exchange.
We apologize that Ms. M[redacted] washer failed to meet her expectations. Sears does have a 30-day Satisfaction Guarantee period on appliances which allows our consumer a reasonable amount of time to make sure they are satisfied with their purchase. However, as Ms. M[redacted] mentioned in her complaint, she purchased the washer from a closing Sears store and her receipt specifically states that all sales are final. Therefore, Ms. M[redacted] is not eligible for an exchange or return within the 30 day period.
Ms. M[redacted] has a Master Protection Agreement (MPA) that only entitles her to a replacement under the “no lemon” guarantee clause under certain terms. It specifically states, “We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period”. It goes on to define product failures as “…must include repair or replacement of a functional, non-expendable part, and does 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”. We have researched Ms. M[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement.
We reviewed the service orders related to her washer. On August 7, 2017 our technician checked the water level as requested by Ms. M[redacted] and the unit was operating properly. The following day Ms. M[redacted] requested service again and our technician returned on August 11, 2017. The technician ran a cycle with a light blanket on bulky cycle and the washer filled as designed. The technician noted that he provided instructions on usage. As clarification, a HE washer is designed to use less water than traditional washers; they only use 20 – 60% of the water used by traditional washers. For best performance, the manual instructs to load items in loose heaps evenly around the washplate; items need to move freely for best cleaning. The washer is less efficient at rinsing when the load is tightly packed. Also, excessive suds can cause problems in HE washers by “cushioning” or even preventing the tumbling action. This can be caused by not using HE detergent or using too much HE detergent. Since the washer has been verified to be working as designed, Ms. M[redacted] request for an exchange has been denied. With that being said, since we have addressed the issue brought forth in Ms. M[redacted] complaint, we have closed our file.
We apologize to Ms. M[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]
Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - Shirley [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’ complaint regarding her Sears Home Warranty. We would first like to point...
out that HomeSure Services, Inc. is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cross Country Home Services (CCHS), as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. This is clearly stated under the terms and conditions of Ms. [redacted]’ contract. Our records show that Ms. [redacted]’ purchased her Sears Home Warranty on November 13, 2017 and it was cancelled on December 13, 2017 before it went into full effect. Since Ms. [redacted]’ warranty was cancelled we have closed this case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct Vanessa.L.[redacted]@searshc.com
February 4, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Mrs. [redacted] We have completed our investigation of Ms. [redacted] complaint regarding her refrigerator. We...
apologize that Ms. [redacted] refrigerator failed to meet her expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturer’s warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage. In the past, it could be argued that this was not always a wise purchase, since many retailers would make frequent exceptions to their return and exchange policies in an effort to satisfy their customers. Unfortunately, due to the rampant abuse of these courtesies, most retailers had to abstain from this process and curtail the widespread practice of making these exceptions. It is always the customer’s choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property. The benefits have to be weighed against the costs, with the understanding that if it is not purchased the consumer would then have to bear the consequences of that decision. According to our records, Ms. [redacted] was offered and she purchased the only service contract we sell for items with an existing issue, the Service Smart Agreement (SSA.) This agreement covers any needed repairs for a year and if during that time, any repair cost (not covered under a manufacturer’s warranty) goes above $500.00, the member is offered a choice of paying the repair cost over that amount or receiving up to a $500.00 credit that they may use towards a replacement form one of our stores. Ms. [redacted] refrigerator still has a portion of her manufacturer’s warranty remaining wherein the parts for her sealed system are covered for 5 years and the compressor is covered for 10 years. Any labor fees would be her responsibility as that was only covered during the first year of ownership under her manufacturer’s warranty. Since she bought the SSA, all labor fees for repairs would be covered during the one year coverage period. Unfortunately, there is no provision for reimbursement for food loss on the first repair under the terms of her SSA. Ms. [redacted] indicated that she had no faith in her refrigerator and she feels it is “lemon.” However, there are no recalls related to the issue Ms. [redacted] mentions on file with the manufacturer. Ms. [redacted] has asked for a replacement, but there are no provisions made under her SSA or manufacturer’s warranty for a replacement. Furthermore, our return policy specifically notes that such a request may only have been made within 30 days from the date of purchase. That said, our records reflect that the repair to Ms. [redacted]’ refrigerator was completed on January 20, 2017. As such, we have fulfilled the terms of her SSA and the manufacturer’s warranty; therefore, we have closed our file. We apologize to Ms. [redacted] and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Sears Holdings Corporation Regulatory Complaint Specialist [redacted]
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response, as they accept their fault and offered me credit as courtesy toward the inconvenient.
Initial Business Response /* (1000, 6, 2015/09/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX XXXXX
September 8, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: XXXXXXXX - [redacted]
Dear Ms....
[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding her recent online orders.
After reviewing the complaint filed, we found that Ms. [redacted] had previously been in contact with Online Solutions, Sears' escalated complaint department. Online Solutions apologized for any inconvenience Ms. [redacted] may have experienced. Accordingly, a full refund was processed on August 19, 2015, under several sales receipts totaling the full amount. 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, a full refund has been provided and we have noted Ms. [redacted]'s 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
Initial Consumer Rebuttal /* (2000, 8, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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,
Stanley N[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,
Sally [redacted]
July 18, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: 9[redacted] - Jennifer [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]'s complaint regarding her customer service experience.
After reviewing Ms. [redacted]'s complaint and our records, we were able to determine that she was assigned Damage Claim 206026. As clarification, once the claimant has been assigned a claim number through our third party vendor FSA, they provide an official response representing Sears. FSA has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon FSA's actions; their decision on any claim is final. We contacted the Carrier Manager Jacob [redacted] and were informed that there is a pending appointment on 20 July 2015 to have the the door in question delivered and installed. If Ms. [redacted] has any questions or concerns, she may contact Mr. [redacted] at 502-[redacted]. Since Ms. [redacted]'s issue is being handled through a standardized claim process with FSA and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, Mr. [redacted], 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,
Ema [redacted]
REGULATORY SPECIALIST, regulatory complaints
Sears Holdings Corporation
O: 512.[redacted]
F: 512.2[redacted]
imx integrated member experience
(The consumer indicated he/she DID NOT accept the response from the business.)
It is the 6th of October and still there is no refund check. We have no history of missing mail here. I suspect this check, like the last one, was never sent.
October 1, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] – Kimberly C[redacted]
Dear [redacted]
We have completed the investigation of Ms. C[redacted] complaint regarding the problem she encountered when she requested to...
warranty exchange the battery charger of her weed wacker.
As clarification, the Craftsman warranty for the weed wacker model that Ms. C[redacted] listed on her complaint has a 2 year warranty on the unit itself and a 1 year warranty on the battery. The warranty information listed in the owner’s manual states, “with proof of sale, a defective product will be replaced free of charge. For warranty coverage details to obtain free replacement, visit webpage www.craftsman.com/warranty.” For this type of tool, the website instructs a consumer to return a defective product with proof of sale to the retailer from which it was purchased. In Ms. C[redacted] case, the battery charger to her weed wacker failed after our 30 return period, and the unit is covered by the manufacturer’s warranty. We apologize if Ms. C[redacted] was not informed, when she called Craftsman customer service for assistance, to return the unit along with the receipt to the store for an exchange.
We contacted Ms. C[redacted] and she confirmed that the issue has been resolved. She stated that she contacted one of the store managers and was assisted. Ms. C[redacted] stated her dissatisfaction that it took too many phone calls to take care of a warranty item. We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Ms. C[redacted] expectations. With that being said, since we have addressed the issue brought forth in Ms. C[redacted] complaint, we have closed our file.
We apologize to Ms. C[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]
January 11, 2017 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her washer and her request for a replacement....
First, we would like to apologize to Ms. [redacted] for failing her expectations in regard to the repair of her washer. After reviewing the notes in our service system, our office authorized a replacement under Ms. [redacted]’ Master Protection Agreement (MPA). Based upon the features of Ms. [redacted] current washer, it was determined that $799.99 would provide her with a comparable replacement under her MPA. Ms. [redacted] is welcome to go to her local Sears to reselect; any Sears Blue Crew associate in the Appliance department can assist her. Ms. [redacted] will need to provide the telephone number on record, ([redacted], to verify the replacement authorization. The new washer will be delivered at no charge and the old unit removed. The remaining MPA coverage will transfer to the new washer and run concurrently with the manufacturer’s warranty until August 25, 2017; the manufacturer’s warranty will remain in effect for one-year from the date of delivery. Lastly, we have processed a $100.00 laundry reimbursement check for Ms. [redacted] for customer satisfaction. With that said, since we are providing Ms. [redacted] with an equitable resolution, 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
June 2, 2017
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed the investigation of Ms[redacted] complaint regarding the problem she encountered when she attempted to return...
her display mattress for an exchange or refund.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Upon receipt of Ms[redacted] complaint we reached out to Store Manager Kathy [redacted] for assistance with Ms[redacted] concerns. Ms. [redacted] investigated and confirmed that there was no mistake made by the associate and there was never any fault admitted by the associate or anyone at the store. Ms[redacted] husband was actually the person that made the selection and who participated in the transaction. Mr. [redacted] pointed out and told the sales associate which display mattress he wanted; Ms. [redacted] was sitting with the children. Mr. [redacted] stated that he wanted a mattress that he could take with him. Mr. [redacted] did not discuss the required size with the sales associate. The sales associate confirmed that he advised Mr. [redacted] of the return policy on the purchase of a display mattresses; as standard procedure. Mr. [redacted] was informed prior to the transaction that all sales were final. We would also like to note that the return policy sign is posted in the mattress department. With that being said, the posted return policy states, "Display mattresses are purchased AS IS with all faults. Entire risk of quality/performance of the good is with the buyer. They are not covered by any warranty nor eligible for refund, price adjustment, exchange or comfort guarantee. All sales are final. Should the mattress prove defective following purchase, the buyer and not the manufacturer, distributor or retailer assumes the entire cost of servicing or repair."
Store Manager [redacted] confirmed that she received the initial complaint through Customer Solutions and contacted Ms. [redacted] to discuss her concerns. Ms. [redacted] denied Ms[redacted] request to return or exchange the display mattress, as per policy. As a good-will gesture, Ms. [redacted] did offer Ms. [redacted] a $100 reimbursement so she could buy a different size bed frame; Ms. [redacted] declined the offer. If Ms. [redacted] would like to accept the offer she can contact Store Manager Kathy [redacted] at [redacted] on or before June 16, 2017. With that being, since we have addressed the issue brought forth in Ms[redacted] complaint, 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] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]